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 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.

This position offers the flexibility of a hybrid work arrangement.

Internal Title: Coordinator, Technical Support Services; Working Title: Help Desk Analyst II.

Job Duties

Minimum Qualifications

• High School diploma or GED.
• Two years of relevant experience.
  

Preferred Qualifications

• Associate's degree in a related field.
• Three years of experience.
• Experience supporting a medical environment.