Description

LOCATION: 2855 Gramercy St. Houston, TX 77025 Some travel to other HEA Satellite offices may be required.

Position Summary

Contributes to the organization by providing support for resolution and requests reported by employees and Physicians. Responsibilities include initial assessment, triage, research, and resolution of complex incidents regarding the use of software products and/or infrastructure components. will be provided onsite, remotely, over the phone, or via email. They will be required to develop solutions for network, desktop, and server problems. They will have the ability to analyze existing systems and make proactive recommendations for improvements. Develops, maintains, and implements all systems, applications, and networking configurations

Essential Duties & Responsibilities

Resolving incidents in a timely manner to meet the defined Service Level Targets.

Create accurate and clear resolution documentation within the incident ticket

Escalation of incidents as needed

Share incident resolution knowledge by creating process when one does not exist.

Provide remote assistance to staff during high call/ticket volumes

Perform support functions such as peripheral equipment, software installs, configurations, wireless and LAN configuration and resolve access issues, and others as required support

Identify malfunctions with software applications, network and hardware take appropriate action to resolve issues ensuring data/system integrity

Ensure on-boarding & off-boarding and asset management processes are followed

Ensure incident ticket quality standards are met to facilitate escalation to tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and changes (RFC)

Assist with trend and root cause analysis

Identify and communicate problem trends found as part of incident resolution

Conduct information sessions aimed to promote end user adoption of technology products and services

Educate customers on problem resolutions to minimize repeat requests and provide timely follow-up

Provides after hours and on-call support as needed

Maintain and protect confidentiality with regard to all aspects of patient care and employee information

Serve as Project Manager as assigned by Leadership

All other duties as assigned.

PHYSICAL DEMANDS/WORK ENVIRONMENT

Requires prolonged sitting, some bending, stooping and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports. Ability to periodically lift up to 25 lbs. Work is performed in an office environment. Work may be stressful at times. Contact may involve dealing with angry or upset people. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.

Classified as having no occupational exposure to Bloodborne Pathogens.

Exposure to communicable disease

Supervisory Responsibilities

This position does not have any direct reports.

We Proudly Offer

Continuing Education including JCAHPO & ABOC
Holidays & Paid Time Off
Bereavement Leave
Superior Benefits Package:
- Medical
- Dental
- 401(K)
- Free Life Insurance & LTD
- Eye Care Benefits & Optical Discounts

Equal Opportunity Employer M/F/H/V

Qualifications

COMPETENCIES

EDUCATION Bachelors Degree preferred

CERTIFICATIONS & LICENSES Specialized technical certifications in Microsoft preferred

Computer Certifications preferred (A+, MCP) preferred

Experience

1 years experience of desk side or remote support with experience in 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

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