Technical Support Analyst I
Texas Children's Hospital
Houston, TX
Description
We are searching for a Technical Support Analyst I — someone who works well in a fast-paced setting. In this position, you will provide routine user support, problem analysis and resolution, in-depth technical assistance and training for information systems. Troubleshoot problems related to hardware, software, peripherals, and networks and analyze problems related to the TCH technical environment and offer sound technical solutions.
Think you’ve got what it takes?
Job Duties & Responsibilities
Responds to client inquiries concerning system operation and diagnoses system hardware, software, and client problems.
Perform intermediate problem solving and assistance on diverse clinical and business software applications and hardware systems for department users.
Perform routine hardware and software maintenance and assist in proper upkeep and utilization of systems. Support an intermediate range of relevant multi-user computer systems, applications, equipment and current technological development trends in area expertise.
Monitors the Service Now ticketing system and prioritizes workload accordingly.
Determine computer problems and coordinate hardware\software solutions.
Plan, implement, test and troubleshoot systems software and develop systems solutions for operational problems.
Provides TCH user’s additional technical support, as requested.
Utilize various software tools for monitoring system performance.
Utilize various software tools for file management/maintenance to adjust system and operation parameters, as necessary.
Participate as a member of project teams and provide relevant technical guidance.
Ensure acceptable levels of systems performance.
Ensures appropriate application of customer service protocol, standards and procedures, computer security procedures and protocols and federal copyright laws as they pertain to the use of computer software.
Must be will to participate in on-call rotation
Provide reports and other necessary information as assigned by the supervisor by assigned deadline.
Skills & Requirements
Required H.S. Diploma or GED
Preferred bachelor's degree related Technical of Scientific discipline
Required 3 years technical support or IT experience
Required, basic understanding of Windows, MacOS & mobile Operating Systems
Strong verbal and written communication skills.
Ability to explain technical concepts to non-technical users.
Professional and customer-focused attitude.