Help Desk Analyst III

Summary

The Help Desk Analyst III delivers innovative, world-class, front-line customer support to a large and complex organization in a call center environment. This position will serve as an escalation point on more complex issues that the Help Desk I & II analysts are unable to resolve. The Help Desk Analyst III may engage Subject Matter Experts (SMEs) from other IT groups on complex issues. The position will use Incident and Knowledge data to identify repetitive issues and work with appropriate personnel to create knowledge articles and solutions to reduce frequent occurrences. The position will engage with other IT teams to represent the Help Desk on projects and other planned work. As with all Technology Support team members, the Help Desk Analyst III is expected to exercise good judgment and initiative, and possess in-depth understanding of Baylor's policies and procedures, especially those regarding confidentiality. Teamwork is indispensable in achieving maximum team efficiency and the delivery of first-class customer support.

Internal Title: Senior Coordinator, Technical Support Services; Working Title: Help Desk Analyst III

Job Duties

• Review ticket queue and work to reduce ticket count.

• Use Incident and Knowledge data to identify common issues and work with appropriate personnel to develop solutions.

• Follow standard technology support and Baylor College of Medicine procedures.

• Work closely with Help Desk Manager on all duties/assignments.

• Assist Technical Advocates with technical issues.

• Answer customer phone calls as needed

• Train current and new personnel.

• Engage in special projects as assigned.

• Perform after hours, on-call duties.

Minimum Qualifications

• High School diploma or GED.
• Four years of relevant experience.

Preferred Qualifications

• Experience in Active Directory
• Experience in Apple support
• Support Experience in a health care environment
• Advanced knowledge of Microsoft Office Suite
• Detail Oriented
• Exceptional organizational skills

Baylor College of Medicine requires employees to be fully vaccinated -subject to approved exemptions-against vaccine-preventable diseases including, but not limited to, COVID-19 and influenza.

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

13175

CA; CH; DI