Technical Support Services Analyst I

Job Purpose

The Technology Analyst, I serves as a highly trained, front-line representative for the Office of Information Technology (OIT), delivering innovative, world-class, customer support to a large, complex and constantly changing organization. The Technical Analyst, I identifies, diagnoses and resolves first-tier technical issues and as necessary, escalates issues to more experienced team members, and/or subject matter experts in other areas of OIT. Work performed by the analyst includes, but is not limited to on-site support in the installation and troubleshooting of application and operating system software, installation, troubleshooting, and repair of hardware systems such as workstations (Macs and PCs), and peripheral equipment such as printers, scanners, and microscopes.

Job Duties

• Resolves more complex and non-routine hardware, software, operating system and application integration issues.
• Performs technical changes including firmware and software updates, patching operating systems, utilities, and applications.
• Provides creative and thoughtful technical solutions using approved methods in accordance with established procedures and service levels.
• Assists in the documentation of the technical landscape.
• Works with OIT leadership and other OIT staff to solicit and disseminate customer feedback.

Minimum Qualifications

• High School Diploma or GED.
• One year of relevant experience.

Preferred Qualifications

• Degree in Computer Science, Management Information Systems, Information Technology, or a related field.

Baylor College of Medicine is an Equal Opportunity/Affirmative Action/Equal Access Employer.

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