Technical Support Analyst I

 
Position: Technical Support Analyst I

Job ID: 401180

Location: US-TX-Houston

Department: IS - Technical Support

Talent Area: Information Services

Full/Part Time: Full time

Regular/Temporary: Regular

Shift: 8a-5p

About Texas Children's Hospital

Since 1954, Texas Children’s has been leading the charge in patient care, education and research to accelerate health care for children and women around the world. When you love what you do, it truly shows in the smiles of our patient families, employees and our numerous accolades such as being consistently ranked as the best children’s hospital in Texas, and among the top in the nation by U.S.News & World Report as well as recognition from Houston Business Journal as one of this city’s Best Places to Work for ten consecutive years.

Texas Children’s comprehensive health care network includes our primary hospital in the Texas Medical Center with expertise in over 40 pediatric subspecialties; the Jan and Dan Duncan Neurological Research Institute (NRI); the Feigin Center for pediatric research; Texas Children’s Pavilion for Women, a comprehensive obstetrics/gynecology facility focusing on high-risk births; Texas Children’s Hospital West Campus, a community hospital in suburban West Houston; and Texas Children’s Hospital The Woodlands, the first hospital devoted to children’s care for communities north of Houston. We have also created the nation’s first HMO for children, established the largest pediatric primary care network in the country and a global health program that is channeling care to children and women all over the world. Texas Children’s Hospital is also academically affiliated with Baylor College of Medicine, one of the largest, most diverse and successful pediatric programs in the nation.

To join our community of 14,000+ dedicated team members, visit texaschildrenspeople.org for career opportunities. You can also learn more about our amazing culture at infinitepassion.org.

Texas Children’s is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions at Texas Children's without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, gender identity, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.



Summary:

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 IDS 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 developments\trends in area expertise. Monitors the call tracking 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 IDS user’s additional technical support, as requested. Utilize various software tools for monitoring system performance. Utilize various software tools for capacity planning. 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. Serve as a project member for technology projects with large scope and broad impact, directing and integrating the work of technical staff members. Document projects and write and maintain user instructions. Provide detailed project plans, and include as appropriate, other departments in the TCH IDS. Recommend and execute viable solutions based on current technology trends and acceptable standards.  

Ensure acceptable levels of systems performance. Provide in-depth technical assistance and maintenance support to departmental end users Provide individual and\or group instruction and training to staff and\or faculty on computer hardware or software. Provide technical solutions for research and development initiatives and in the implementation of new technologies. Communicate technical guidance and instruction to users on the use of PC and mainframe applications and systems. Determine the nature of computer hardware and systems software problems and communicate technical guidance and information to users.  

Other duties and special projects as assigned. Stay abreast of technological advancements in the computer industry by defining a plan to attend technology classes, obtain technical certifications and build knowledge and skills that will assist in managing and supporting the computing environment. 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. Maintains up-to-date and comprehensive knowledge of industry practices, trends, and application products. Other special projects as assigned. Provide training, documentation and general information to other analysts as needed.  

Provide reports and other necessary information as assigned by the supervisor by assigned deadline. Assist in development and maintenance of group’s statistical reports. Understand the current ticketing system and be able to generate reports. Be able to provide management with reports and graphics depicting the current group’s performance with emphasis on improvement areas. Utilize technical vendors, periodicals, internet, and other media to gather information pertaining to complex installs or configurations. Develop strategies to achieve organizational goals and recommend and execute viable solutions based on current hospital standards. Prioritize and plan work activities with other groups as appropriate. Collect information to analyze and evaluate existing or proposed systems. Contribute to the team approach for solving technical challenges; share expertise with others on the team. Communicate changes and progress with team and management. 

Skills & Requirements 

Being fully vaccinated against COVID-19, including any booster dose(s) of the COVID-19 vaccine recommended by the Centers for Disease Control when eligible, is required for all employees at Texas Children’s unless approved for a medical or religious exemption. 

Required H.S. Diploma or GED with a preferred bachelor's degree related Technical of Scientific discipline 

Required 3 years technical support or IT experience 

.

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