Job Summary
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.

Requirements:

PRIMARY JOB RESPONSIBILITIES

Job responsibilities labeled EF capture those duties that are essential functions of the job.

PEOPLE - 30%

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

SERVICE - 30%

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

QUALITY/SAFETY - 20%

1. 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. (EF)
2. Enforces and promotes IT Security Policy through appropriate device installations and communication with end users. (EF)
3. Consistently tests computer configurations to meet the customer's requirements and needs. (EF)

FINANCE - 10%

1. 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.(EF)

GROWTH/INNOVATION - 10%

1. Applies workflows and policies while continuously identifying areas of efficiency and standardization. (EF)
2. 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)(EF)

This job description is not intended to be all inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

Qualifications:

EDUCATION REQUIREMENTS

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

o Bachelors or Technical Degree preferred

EXPERIENCE REQUIREMENTS

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

CERTIFICATIONS, LICENSES AND REGISTRATIONS REQUIRED

o Associate level Microsoft, Apple, Cisco, Thin Client Technology, Endpoint Technologies or equivalent certification preferred.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

o Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

o 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

o 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

o Strong listening, communication and customer service skills

o Ability to adapt to multiple priorities.

o Basic knowledge of desktop deployment technology

o Demonstrated proficiency to perform installation/moves/changes for computing, printing, network, server and telecommunication equipment.

o General knowledge of a variety of technologies including Microsoft OS, Microsoft applications, computer hardware, TCP/IP and other network/server technologies.

SUPPLEMENTAL REQUIREMENTS

Work Attire Yes/No

Uniform No

Scrubs No

Business professional Yes

Other (dept approved) No

On-Call* Yes, on a regular basis (for Non-Exempt or Exempt jobs)

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

Travel**

May require travel within Yes

Houston Metropolitan area

May require travel outside Yes

of Houston Metropolitan area

**Travel specifications may vary by department.

Please note any other special considerations to this job:

Company Profile:

Houston Methodist is one of the nation's leading health systems and academic medical centers. Houston Methodist consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston area. Houston Methodist also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities. Overall, Houston Methodist employs more than 27,000 employees and is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide high quality patient care.