Help Desk Analyst II

Summary

The Help Desk Analyst II delivers innovative, world-class, front-line customer support to a large and complex organization in a call center environment. The Help Desk Analyst II diagnoses and resolves first and second-tier technical issues and, as necessary, escalates issues to more experienced Help Desk Analysts, the lead, manager, and/or subject matter experts on other Office of Information Technology (OIT) teams. Issues addressed by the Analyst II include, but are not limited to password resets, unlocking accounts, "how-to" questions, workstation operating system questions/issues, printer setup and troubleshooting, enterprise application support, network share access, etc. The Analyst captures all required information in the work order management system and triages work orders to the appropriate OIT teams as required. As with all Technology Support team members, the Analyst II 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: Coordinator, Technical Support Services; working title: Help Desk Analyst II

Job Duties

• Responds to technical requests by way of automatic call distribution (ACD) calls, voice mail, e-mail, and walk-ins.


• Diagnoses and accurately resolve technical software, hardware, networking and account issues.


• Researches questions and/or issues using available information and resources.


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


• Acquires and maintain current knowledge of relevant product offerings and support policies.


• Identifies and escalate situations needing urgent attention.


• Documents all technology support customer interactions into the call tracking system.


• Assists Technical Advocates with technical issues. 


• Performs after hours, on-call duties.


• Trains current and new personnel. 


• Engages in special projects as assigned. 


• Performs other job related duties as assigned. 

Minimum Qualifications

• High School diploma or GED.


• Two years of relevant experience.
   

Preferred Qualifications

• Associate’s degree in a related field. 


• Knowledge of Microsoft Windows and Apple Operating systems. 


• Problem solving skills.


• Excellent customer service skills.


• Excellent Communication and Organizational skills.


• Competence with common applications such as e-mail, excel and word. 


• Understanding of hardware components such as memory and CPU. 


• Familiarity with Exchange and Active Directory.