IT Help Desk Analyst

Houston Eye Associates - Houston, TX

Full-time - Entry Level

Onsite - Houston, TX

1-10 employees

Ambulatory Health Care Services

About the position

The IT Help Desk Analyst at Houston Eye Associates plays a crucial role in providing technical support to employees and physicians. This position involves resolving incidents related to software products and infrastructure components, ensuring timely assistance and effective communication. The analyst will also be responsible for maintaining and implementing systems and applications, as well as educating users to enhance their technology adoption.

Responsibilities

• Resolving incidents in a timely manner to meet defined Service Level Targets.
• Creating accurate and clear resolution documentation within the incident ticket.
• Escalating incidents as needed.
• Sharing incident resolution knowledge by creating processes when one does not exist.
• Providing remote assistance to staff during high call/ticket volumes.
• Performing support functions such as peripheral equipment, software installs, configurations, and resolving access issues.
• Identifying malfunctions with software applications, network, and hardware, and taking appropriate action to resolve issues.
• Ensuring on-boarding & off-boarding and asset management processes are followed.
• Ensuring incident ticket quality standards are met for escalation to tier 3 and for end-user queries.
• Assisting with trend and root cause analysis.
• Identifying and communicating problem trends found during incident resolution.
• Conducting information sessions to promote end user adoption of technology products and services.
• Educating customers on problem resolutions to minimize repeat requests and providing timely follow-up.
• Providing after hours and on-call support as needed.
• Maintaining confidentiality regarding patient care and employee information.
• Serving as Project Manager as assigned by Leadership.
• Performing all other duties as assigned.

Requirements

• Bachelor's degree preferred.
• 1 year of experience in desk side or remote support with Windows operating systems and software applications in a business environment.
• Experience removing spyware, malware, adware, and viruses.
• Experience providing remote support for users.
• Hands-on experience with PCs and electronics.
• Self-motivation to succeed and a proactive attitude.
• Specialized technical certifications in Microsoft preferred.
• Computer Certifications preferred (A+, MCP) preferred.

Benefits

• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Bereavement leave
• Life insurance