Technical Analyst

Overview

At Houston Methodist, the Technical Analyst position is responsible for ensuring the continuity of IT services for end users through the timely response and resolution of routine requests and concerns. Assignments include IT technical support for hospital, physician office or Research Institute desktop computer environments as well as applications and related peripherals. Responds to requests for installation, configuration and set up of new and replacement PCs and workstations. Installs, configures and sets up new and replacement PCs.

Houston Methodist Standard

PATIENT AGE GROUP(S) AND POPULATION(S) SERVEDRefer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

Responsibilities

PEOPLE ESSENTIAL FUNCTIONS

• Consults with staff, end users and management to establish requirements.

• Maintains positive working relationships with IT stakeholders, and customers. Actively participates in meetings.

• Acts as a resource in providing information to others in resolving IT issues

SERVICE ESSENTIAL FUNCTIONS

• Responds to routine end user requests for configuration, set up and replacement PCs and work stations.

• Partners with appropriate IT teams to resolve end user issues as reported and escalates as appropriate.

• Keeps end users up to date on issue status and ensures timely resolution according to department guidelines.

• Refers major hardware or software problems or defective products to the Senior Technical Analyst or Lead.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Documents, tracks and follows-up on inquiries, incidents, problems and assigned services request. Maintains records of daily data communication transactions, problems and remedial actions taken according to department policy.

• Enforces and promotes IT Security Policy through appropriate device installations and communication with end users.

• Consistently tests computer configurations to meet the customer's requirements and needs.

FINANCE ESSENTIAL FUNCTIONS

• Manages own time and department resources efficiently. Seeks out opportunities to increase efficiency and productivity for self and department. Supports team goals and metrics through efficient, timely and appropriate issue resolution

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Applies workflows and policies while continuously identifying areas of efficiency and standardization.

• Proactively manages own professional development including the development of a foundational knowledge across IT functions and seeks opportunities to strengthen IT skill sets. Completes Individual Development Plan (IDP)

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

Qualifications

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

• Bachelors or Technical Degree preferred

WORK EXPERIENCE