Job Description

At Memorial Hermann, were about creating exceptional experiences for both our patients and our employees. Our goal is to provide opportunities for our diverse employee population that develop and grow careers in a team-oriented environment focused on patient care.

Every employee, at every level, begins their journey at Memorial Hermann learning about the history of the organization and its established culture built on trust and integrity. Our employees drive this culture, and we want you to be a part of it.

Job Summary

Position is responsible for providing day-to-day technical assistance and support related to operations of computer hardware, software, and network issues with high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue or by delegating and coordinating efforts of other Information Technology staff in support of 24/7 operations.

Provides first response to moderately complex technical support to customers through a variety of support channels, such as but not limited to telephone and email. Records inquiries, repair and service requests, resolves or directs request to appropriate technical area, tracks status and follows up to ensure client satisfaction. Escalates to or consults with senior staff when solution is unclear.

Job Description

Minimum Qualifications

Education: Associates degree in Information Technology or Computer Science or any combination of equivalent education and experience

Licenses/Certifications: STI Knowledge Certified Help Desk Professional or CompTIA A+ certification preferred, or equivalent certifications for knowledge of customer support skills and hardware/operating system/networking technologies

Experience / Knowledge / Skills:

* Minimum of one (1) year of relevant and progressive professional experience in an IT call center environment or Information Technology field experience preferred
* Demonstrated proficiency in problem identification and resolution, including ability to resolve hardware, operating system, and application problems through appropriate troubleshooting methodologies
* Possess good knowledge of remote user support and the technical ability to provide support for multiple products and services including but not limited to networks, client/server systems, computers, application software, online education software, peripheral devices, and others
* Excellent communications & customer service skills, including ability to communicate technical information to non-technical audience
* Demonstrated ability to manage multiple tasks simultaneously. Ability to work effectively, reliably, and independently
* Demonstrates commitment to the Partners-in-Caring process by integrating our culture in all internal and external customer interactions; delivers on our brand promise of we advance health through innovation, accountability, empowerment, collaboration, compassion and results while ensuring One Memorial Hermann.

Principal Accountabilities

* Provides first and second level technical support to address and resolve issues related to computer hardware, software, and network problems.
* Provides enhanced troubleshooting and escalates problems as appropriate, following department procedures.
* Enters and tracks status of issue tickets in ticketing system; updates customers on status of tickets.
* Gathers sufficient appropriate information from customers to ensure timely resolution of issues; searches for appropriate solutions when possible.
* Serves as a technical resource on desktop software applications such as but not limited to: Microsoft Word, Excel, PowerPoint, Access, and Visio. Explains the technical complexities of software to users. Supports and coaches users.
* Documents resolutions to common issues and creates basic flow processes to improve efficiency in issues resolution.
* Documents, tracks and monitors all calls to ensure timely resolution and updates outgoing phone greeting.
* Provides assistance to ISD Desktop Field Support on rotating basis as requested.
* Acts as liaison with other groups within ISD to promote communication and disseminate knowledge to others on the team.
* Provides training for other Technical Support Specialist on existing and newly implemented systems; reviews and corrects support documentation for new systems to ensure accuracy of information.
* Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
* Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.
* Other duties as assigned.