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Title:  Help Desk Analyst I

Division:  Information Technology
Schedule:  Monday -Friday, 8 AM - 4 PM
Work Location:  McGovern Campus, Houston, TX
Salary Range:  $45,271
FLSA Status:  Nonexempt
Requisition ID:  3734
Job Purpose

Help Desk Analyst I receives inbound communication to the Help Desk from internal customers. Resolves all customer service issues where possible and escalates calls to level two support personnel when necessary. Inputs all pertinent documentation into the call tracking database and dispatches work orders to the appropriate groups. Provides customer satisfaction and minimization of system hardware and software downtime with minimal disruption. Performs tasks requiring judgment, initiative, and in-depth knowledge of company policies and procedures.

Job Duties
  • Handles incoming communication to the help desk including ACD calls, voice mail, e-mail, and walk-ins by accurately analyzing, resolving, and documenting problems and requests in accordance with current standards.
  • Follows up with all customers to ensure work orders are completed, and ascertains customer satisfaction in accordance with established procedures and service levels.
  • Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
  • Develops business and technical writing skills.
  • Assists Field Support Analysts with technical issues.
  • Engages in special projects as assigned.
     
Minimum Qualifications
  •  High School Diploma or GED.
  • Two years of relevant experience. 
Preferred Qualifications
  • Associate's degree in a related field.

 

 

 

 

Baylor College of Medicine is an Equal Opportunity/Affirmative Action/Equal Access Employer.

 3734