HELP DESK ANALYST
Jobs at Methodist Health System
Dallas, Texas, United States
The Sr. Help Desk Analyst will ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively monitoring problems to ensure timely resolution. Identifies, researches, and resolves technical and application problems. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Creates and manages escalation procedures to ensure service levels are maintained. Ensures accurate routing of issues or requests that require escalation to tier two support. Performs a variety of complicated tasks and will be expected to provide direction for other members of the team as required. Will be available at times to provide additional support during after hours emergency situations.
Your Job Requirements:
•Associates Degree required, Bachelor's Degree preferred. Or two years of prior work experience on a Help Desk in a health care setting. One year of work experience supporting Epic electronic medical record systems is preferred.
•Microsoft certified professional, preferred.
•Two years of prior IT Help Desk Experience and/or call center experience in a health care setting preferred.
•At least one year of work experience supporting the Epic EMR system preferred or any EMR System.
•Demonstrate extensive experience supporting physicians and clinicians. Excellent communication skills and telephone ediquette.
•Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2010.
•Exceptional interpersonal skills, with a focus on building rapport, listening, and questioning skills.
•Strong documentation skills.
•Ability to conduct research into a wide variety of computing issues and present findings in a user friendly manner.
•Highly self motivated and self directed.
•Ability to work multiple shifts to support 24 x 7
Your Job Responsibilities:
•Ensuring that technical requirements and tasks are understood, clearly communicated, and executed on time
•Updating technical and interface project plans, technical trackers, and other work plans
•Participating in core project leadership discussions and decisions
•Acting as a liaison between the technical team and the application team
•Ensuring that technical staffing levels are maintained, trained, and certification requirements are met
•Maintaining close communication with the Epic technical coordinator, technical manager, and system representatives
•Coordinating production and non?production hardware and software support for Epic environment, including but not limited to: infrastructure including servers, network, storage, backup, operating systems, virtualization platforms, and desktop devices
•Tracking technical integration issues and coordinating issue resolution
•Ensuring that the systems teams provides routine system monitoring and that issues are mitigated
•Leading infrastructure capacity planning and monitoring activities
•Assessing and procuring Caché and third party licenses as needed
•Working with application and technical teams, the project director, and organization leadership to develop, document, and test downtime and recovery processes