Technical Support Analyst II - Desktops and Workstations

 
Position: Technical Support Analyst II - Desktops and Workstations

Job ID: 144301

Location: US-TX-Houston

Department: IS - Workstation 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, a second community hospital opening in 2017. 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 13,000 dedicated team members, visit texaschildrenspeople.org for career opportunities. You can also learn more about our amazing culture at infinitepassion.org.

Summary:

We are searching for Technical Support Analyst II for workstations – someone who works well in a fast-paced hospital setting. In this position, you’ll provide complex system-level support of multi-user operating systems hardware and software tools, including installation, configuration, maintenance and support of these systems. This job requires extensive knowledge of systems analysis. This individual will design and plan systems and may serve as a team lead.

Basically this role works with workstations and desktops all around the hospital – computers that may be on units or even in patient rooms. You will need at least 3-4 years of desktop support experience, and a good knowledge of Windows 10, installation of software, and troubleshooting hardware and software. Printer support will also be required. If you have worked in a medical environment that is a plus. This is an on-site role in the medical center of Houston. This support person is customer-facing and goes to the user to address and correct any problems at their work environment.

Think you’ve got what it takes?



Responsibilities :

  • Perform complex problem solving and assistance on diverse clinical and business software applications and hardware systems for department users – desktops and laptops throughout the hospital system
  • Perform complex problem resolution and provide on-call support for computer \ network systems
  • Plan, implement, test and troubleshoot systems software and develop systems solutions for operational problems
  • Utilize various software tools for file management/maintenance to adjust system and operation parameters, as necessary
  • Serve as lead analyst in a design subgroup when appropriate, directing and integrating the work of one or two lower level analysts, each responsible for several programs
  • Serve as a project member for technology projects with large scope and broad impact, directing and integrating the work of technical staff members
  • Recommend and execute viable solutions based on current technology trends and acceptable standards
  • Provide technical solutions for research and development initiatives and in the implementation of new technologies
  • Determine the nature of computer hardware and systems software problems and communicate technical guidance and information to users
  • Communicate technical guidance and instruction to users on the use of PC and \ or mainframe applications and systems
  • 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


Qualifications:

  • Technical Certificate and\or Bachelor’s degree in a related Technical of Scientific discipline or equivalent coursework or training in a directly related area
  • At least five (5) years experience in a related field
  • Providing complex system-level support of multi-user operating systems, designing and implementing integrated systems to meeting organization requirements, participating in budget planning for purchase and maintenance of hardware\software, and serving as lead analyst and\or directing the work of lower level analysts
  • Knowledge of personal computer operating systems, software applications, multi-platform hardware configurations, communications software and mainframe connectivity software is also required
  • In-depth knowledge of at least two of the hospital’s enterprise applications, including a full understanding of all the application components (databases, interfaces, client installations and varying modules contained in the application)
  • This also includes functionally how the applications works as well as what areas in the organization the application is utilized and what role the application plays in their work flow
  • A substitute for the clinical application can be a business application or the networking infrastructure, security infrastructure or domain infrastructure
  • Verbal and written communication skills, time management, team building, process\project management, budget preparation, organizing resources, establishing priorities, strong customer service skills and the ability to supervise and train assigned staff


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