Support Analyst Job in Houston 77036, Texas Us

 

Job description:  Support Analyst

Date:  11/11/2011

Position Title:  Support Analyst

Reports To:  Director of Information Systems

Position Summary:  Perform basic IT support duties

 

Essential Duties Responsibilities:

·  1st level Helpdesk support

o          Triage incoming helpdesk tickets and assign to responsible individuals

o           Resolve tickets independently if able

o           Be primary contact for internal IT Hotline (phone)

o           On-call 24 x 7 and able to respond to emergency status

·  Desktop Support

o           Primary contact for troubleshooting resolving workstation/laptop issues, both software- and hardware-related

o           Install new software, updates and patches as needed

o           Proactively identify risks, issues and avenues of improvement

·  Printer maintenance

o           Primary contact for printer-related issues and training

o           Order and maintain inventory of supplies, surplus and parts

o           Interface with 3rd-party printer support vendor for service calls

·  Facility Patient Information Management (PIM) systems

o           Interface with external facility IT departments

o           Procure and maintain access for Billing group to facility portals

·  Mobile Device support

o           Set up KAI mobile devices and distribute to users

o           Training, support and orientation of mobile devices

o           Interface with 3rd-party maintenance vendors for repair as applicable

·  Internal telephony support

o           Primary contact for issues related to internal phones

o           Basic maintenance of phone/voicemail system (password resets, name changes)

o           Interface with 3rd-party maintenance vendor for repair, support

o           Support physical routing and maintenance of cables

·  Asset Maintenance

o           Catalog, document and maintain records for all company (IT and non-IT) assets in Helpdesk

o           Determine and maintain inventory levels of non-asset IT equipment (e.g. mouse)

o           Manage reservation/checkout/check-in of provisional assets.

·  Network/user access maintenance

o           Reset user domain/email passwords and/or unlock accounts

o           Support physical routing of cables and switch ports

o           Support maintenance of surveillance equipment

o           Support maintenance of proximity card access system

·  Audio/Visual Support

o           Proactively support and maintain A/V infrastructure in multiple environments

o           Instruct and assist presenters or users of A/V equipment

·  Building management coordination

o           Interface with building management (e.g. Boxer Properties) on needed repairs that are building management’s responsibility (plumbing, HVAC, doors, windows, etc)

·  Student Information System Support (SIS)

o           Assist students, course builders, instructors and administrators with all aspects of the student information system

o           Provide documentation, orientation and training on the SIS where applicable

·  Short Term Project Management

·  Other duties as required

 

Working Conditions:

·          Regularly required to sit, reach with hands and arms, and talk and hear.

·          Frequently required to stand.

·          Occasionally required to walk, climb or balance and stoop, kneel, crouch or crawl. 

·          Vision requirements include close vision and ability to adjust focus.

·          Noise level in the environment is moderate.

·          Regularly required to lift up to 10 pounds, frequently lift up to 25 pounds, occasionally required to lift up to 50 pounds.

·         Should have independent mobility (not generally reliant on others for transportation to/from office)

 

Qualifications:

·          Above average competency in Microsoft Windows XP, Vista and/or 7

·          Exposure to Windows Server 2003 or later

·          Experience with Mac OS X a plus

·          Competent in Microsoft Word, Excel, Outlook

·          Exposure to Microsoft PowerPoint

·          Experience with Microsoft SharePoint a plus

·          Competent in one or more of the following: Microsoft Internet Explorer (version 7 or later), FireFox (4), Apple Safari (4)

·          Exposure to basic networking and internet concepts (e.g., DNS, DHCP, TCP/IP)

·          Familiarity with HTML/CSS a plus

·          Experience with Apple iPhone or iPad a plus

·          Experience with telephony support a plus

·          Experience with projection and sound systems a plus

·          Experience with network management a plus

·          Experience with campus or student information systems a plus

·          Excellent interpersonal and communication skills

·          Ability to type accurately

·          Punctual, meticulous and reliable

·          Courteous manners with the public

·          Knowledge of compliance and policies relative to HIPAA, OSHA and Joint Commission a plus

 

Education:

·          High School Education / GED

·          Associate’s or Bachelor’s degree a plus

·          Two year college or technical college, plus two years related experience and/or training, or equivalent combination of education and experience.

Certifications:

·          A+ Certification a plus

 

Disclaimer:  This job description should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated within this description. Any essential function or requirement of this job will be evaluated as necessary should an incumbent or applicant have the inability to perform or meet these functions due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodations for the specific disability will be made for the incumbent or applicant when necessary.