Description At Houston Methodist, the IT Service Desk Analyst position is responsible for responding professionally and compassionately to internal and external customers with IT needs via phone, email and other electronic means for technical issues with software, hardware, access requests and IT functionality. This includes provisioning accounts for various software applications, network, shared drives and remote access. Troubleshoots telecommunication and network connectivity issues, as well as desktop problems. Troubleshoots electronic health records software and imaging software. Escalates issues appropriately when unable to resolve. Currently at Houston Methodist contractors are currently working on site. Shift Availability 7:30am - 4:00pm Skills o365, Windows 10, Active directory, Customer service, Troubleshooting, Service desk, Help desk support, Help desk, epic, Support, Servicenow, Office 365, Desktop, Technical support, Password reset Top Skills Details o365,Windows 10,Active directory,Customer service,Troubleshooting,Service desk,Help desk support,Help desk Additional Skills & Qualifications PEOPLE • Communicates effectively both orally and in writing to a variety of customers both internal, external to provide excellence support as defined by department metrics. • Succinctly captures and communicates the details, symptoms and issues or requests to appropriate teams across the organization as needed. (EF) • Exercises good judgment to ascertain the level of urgency of issues and requests presented. Refers issues to more senior team members as appropriate. (EF) SERVICE • Troubleshoots telecommunication and network connectivity issues and network and desktop problems as appropriate, including network connectivity issues, desktop problems and electronic health records software and imaging software. Provides unparalled support by demonstrating active listening to customers' needs and asking clarifying questions to gain understanding of concerns or requests. (EF) • Follows department guidelines to ensure timely resolutions are provided and confirmed with customers. (EF) QUALITY/SAFETY • Accurately document all information needed to provide Service Desk team or collaborating organizational teams with the specific information required to provide timely resolution. • Prioritizes and escalates critical patient care related issues appropriately and/or seeks team assistance when clarification is needed to understand severity and complexity. • Uses correct escalating and paging procedures and ensures that responses are received. (EF) GROWTH/INNOVATION • Makes suggestions for improvement to processes or procedures to Team Leads, Supervisor or Manager. • Stays abreast of organizational changes and announcements to processes or events, programs and initiatives in order to address customers' requests for current information as applicable. Experience Level Expert Level Pay and Benefits The pay range for this position is $20.00 - $20.00 Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Houston,TX. Application Deadline This position will be accepting applications until Jan 31, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.