We’re searching for a Technical Support Analyst III — someone who works well in a fast-paced setting. In this position, you will provide complex system-level support of multi-user operating systems hardware and software tools, including installation, configuration, maintenance, and support of these systems. Requires extensive knowledge of systems analysis. Designs and plans systems and serves as a team lead for projects and operational activities.
Job Duties & Responsibilities
- Provides guidance to the Technical Support Analyst Team.
- First point of escalation for team members regarding issues and questions regarding the team's functional area.
- Guides staff in problem management and resolution.
- Provides input to manager on team member performance for performance management.
- Delivers feedback to team members on technical support areas.
- Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed.
- Reviews staffing and provides input to managers on staff coverage.
- Schedules and leads regular team meetings.
- Daily review of support incidents and ensure assignment to team members.
- Escalate priority incidents to manager.
- Verify incident priority and ensure team members provide feedback to customer.
- Responds to client inquiries concerning system operation and diagnoses system hardware, software, and client problems.
- Participate as a member of project teams and provide relevant technical guidance.
- Ensure acceptable levels of systems performance.
- Provide reports and other necessary information as assigned by the supervisor by assigned.
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
- Required 9 years' experience in Information Technology with preferred previous healthcare experience
Preferred Licenses/Certifications (one of below):
- MCSA - Microsoft Cert System Admin
- CCNA-DC - Cisco Cert Nwk Assoc Data Ctr
- CCNA-RS - Cisco Cert Nwk Asc RouteSwitch
- ITIL 3 - ITIL Version 3 Foundation Exam
- PROF MGM - Project Management Professional
- MSE - Microsoft Systems Engineer
- Apple Certified Hardware Tech, Network +, Security+
An associate degree in computer sciences, engineering, or other technology discipline may substitute for 2 years of experience. A bachelor’s degree in computer sciences, engineering, or other technology discipline may substitute for 4 years of experience.
About Texas Children’s
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.
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.