Coordinator, Technical Support Services
Division:
Information Technology
Schedule:
Monday – Friday 8 a.m. – 5 p.m.
Work Location:
Hybrid
Salary Range:
$49,505 – $57,410
FLSA Status:
Nonexempt
Requisition ID:
13544
Summary
The working title for this position is Help Desk Analyst II. 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.
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 escalates 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.
Minimum Qualifications
Preferred Qualifications
Baylor College of Medicine requires employees to be fully vaccinated -subject to approved exemptions-against vaccine-preventable diseases including, but not limited to, COVID-19 and influenza.
Baylor College of Medicine is an Equal Opportunity/Affirmative Action/Equal Access Employer.
13544
CA; CH
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