Technical Analyst

At Houston Methodist, the Technical Analyst position is responsible for ensuring the continuity of IT services for end users through the timely response and resolution of routine requests and concerns. Assignments include IT technical support for hospital, physician office or Research Institute desktop computer environments as well as applications and related peripherals. Responds to requests for installation, configuration and set up of new and replacement PCs and workstations. Installs, configures and sets up new and replacement PCs.

FLSA STATUS
Non-exempt

QUALIFICATIONS

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
• Bachelors or Technical Degree preferred

EXPERIENCE

• 2 yrs experience in IT Field Operations or Help Desk/Service Desk environment

LICENSES AND CERTIFICATIONS
Preferred

• Associate level Microsoft, Apple, Cisco, Thin Client Technology, Endpoint Technologies or equivalent certification

SKILLS AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
• Strong listening, communication and customer service skills
• Ability to adapt to multiple priorities.
• Basic knowledge of desktop deployment technology
• Demonstrated proficiency to perform installation/moves/changes for computing, printing, network, server and telecommunication equipment.
• General knowledge of a variety of technologies including Microsoft OS, Microsoft applications, computer hardware, TCP/IP and other network/server technologies.

ESSENTIAL FUNCTIONS

PEOPLE ESSENTIAL FUNCTIONS

• Consults with staff, end users and management to establish requirements.
• Maintains positive working relationships with IT stakeholders, and customers. Actively participates in meetings.
• Acts as a resource in providing information to others in resolving IT issues

SERVICE ESSENTIAL FUNCTIONS

• Responds to routine end user requests for configuration, set up and replacement PCs and work stations.
• Partners with appropriate IT teams to resolve end user issues as reported and escalates as appropriate.
• Keeps end users up to date on issue status and ensures timely resolution according to department guidelines.
• Refers major hardware or software problems or defective products to the Senior Technical Analyst or Lead.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Documents, tracks and follows-up on inquiries, incidents, problems and assigned services request. Maintains records of daily data communication transactions, problems and remedial actions taken according to department policy.
• Enforces and promotes IT Security Policy through appropriate device installations and communication with end users.
• Consistently tests computer configurations to meet the customer's requirements and needs.

FINANCE ESSENTIAL FUNCTIONS

• Manages own time and department resources efficiently. Seeks out opportunities to increase efficiency and productivity for self and department. Supports team goals and metrics through efficient, timely and appropriate issue resolution

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Applies workflows and policies while continuously identifying areas of efficiency and standardization.
• Proactively manages own professional development including the development of a foundational knowledge across IT functions and seeks opportunities to strengthen IT skill sets. Completes Individual Development Plan (IDP)

SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE

• Uniform: No
• Scrubs: No
• Business professional: Yes
• Other (department approved): No

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below.

• On Call* Yes

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area Yes
• May require travel outside Houston Metropolitan area Yes

QUALIFICATIONS

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
• Bachelors or Technical Degree preferred

EXPERIENCE

• 2 yrs experience in IT Field Operations or Help Desk/Service Desk environment

LICENSES AND CERTIFICATIONS
Preferred

• Associate level Microsoft, Apple, Cisco, Thin Client Technology, Endpoint Technologies or equivalent certification