Job Details
Job Location
CORPORATE OFFICE - Houston, TX
Description
Siddons Martin Emergency Group Benefits
Employee-owned company!
Monday-Friday schedule
Company Sponsored Benefits:
Medical (PPO & HSA), Dental, Vision, STD
Company Paid Benefits:
Basic Life, Basic AD&D, Cancer, LTD, Teladoc (Full-time & Part-time)
401K with Employer Match (eligibility requirements)
Employee Stock Ownership Plan (eligibility requirements)
Paid Holidays & Paid Time Off (Full-Time Only)
Maternity/Paternity Leave (eligibility requirements)
Paid Training & Safety Equipment
Relocation Benefits
Verizon Wireless Company Discount (eligibility requirements)
Compensation Range
$45,000 - $50,000/annually
Summary
The Help Desk Analyst's role is to ensure proper computer operation for end users to accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving the end users' help requests. Resolution may involve the use of diagnostic and tracking tools. May require you provide in-person or remote desktop level support.
Duties and Responsibilities

• Answer, evaluate and prioritize incoming requests for assistance from users experiencing problems with hardware, software, networking, cell phones, and other peripherals.
• Ability to guide the user through diagnostic procedures to determine the source of the issue.
• Prioritize and schedule support requests. Escalate more complex issues to a senior technician or supervisor.
• Follow requests through the process to ensure resolution. Must track and document the help desk request problem-solving process. This will include successful and unsuccessful actions taken in SysAid.
• Access all resources to aid in problem resolution. This includes software and hardware updates, knowledge bases, frequently asked questions, or consulting with vender support on hardware and software issues.
• Test fixes to ensure the problem has been adequately resolved.
• Provide support for Microsoft Office Suite, Office 365, Windows 10, and SharePoint.
• Identify and learn appropriate software and hardware used by the organization.
• Install hardware, software, workstations, printers, and other peripheral equipment.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Perform other related duties as assigned.

Qualifications

• Ability to explain technical issues to technical and nontechnical employees and customers.
• Demonstrate strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite, MS Exchange, SharePoint, Windows10, and other software.
• Able to perform the required duties with attention to detail and prioritization.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.

Education and/or Experience

• High School Diploma/GED is required.
• Associates or bachelor's in computer science or related field preferred.
• A minimum of 3 years' related experience or educational training is a must.
• A and N certifications preferred.
• MSCSA/MCSE/MTA is a plus.

Physical Demands
While performing the duties of this job, the employee is frequently required to talk and to listen. Other necessary functions will occasionally require one to stand, walk, bend at waist, and squat. Prolonged periods of sitting at a desk and working on a computer are required. The employee must frequently lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.