At Houston Methodist, the Senior Technical Analyst position is responsible for the continuity of IT services for end users through the timely response and resolution of routine and complex requests and concerns. Assignments for this position include IT technical support for hospital, physician office or Research Institute desktop computer environments as well as applications and related peripherals. The Senior Technical Analyst position responds to requests for installation, configuration and set up of new and replacement PCs and workstations. This position provides planning, technical leadership and project coordination to implement computer software, hardware and networks products, resolving technical problems.

PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer 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

• Displays cultural humility, diversity, equity and inclusion principles

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

PEOPLE ESSENTIAL FUNCTIONS

• Consults with staff, end users and management to establish requirements. Independently analyzes software and hardware needs, recommending changes and upgrades as needed.

• Maintains positive working relationships with IT stakeholders and customers. Actively participates in meetings and provides meaningful contributions to drive decision making and next steps.

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

SERVICE ESSENTIAL FUNCTIONS

• Responds to routine and complex end user requests for configuration, set up and replacement PCs and work stations utilizing excellent customer service as defined by department standards.

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

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

• Refer major hardware or software problems or defective products to IT Management.

• Assists in managing project plans within technical scope of project. Serves as a resource and mentor to more junior staff.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

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

• Proactively researches potential solutions to complex incidents to provide technical assistance. Makes recommendations to improve efficiencies

• 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

• Role models effective time management and efficient utilization of department resources. 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

• Contributes to optimizing workflow by identifying gaps and opportunities.

• Proactively manages own professional development including the increase of knowledge across IT functions and seeks opportunities to strengthen IT skill sets. Completes My Development Plan (MDP).

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.

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

• Five years experience in IT Field Operations or a combination of IT Field Operations and Help Desk

• Healthcare experience

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

LICENSES AND CERTIFICATIONS - PREFERRED

• Expert level Microsoft, Apple, Cisco, Thin Client Technology, Endpoint Technologies or equivalent certification

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Strong listening, communication and customer service skills

• Ability to adapt to multiple ongoing priorities and suggest problem resolution

• Expert knowledge of desktop deployment technology

• Demonstrated expert proficiency to perform installation/moves/changes for computing, printing, network, server and telecommunication equipment

• Strong knowledge of a variety of technologies including Microsoft OS, Microsoft applications, computer hardware, TCP/IP and other network/server technologies

• Demonstrated proficiency in simultaneously managing projects and assignments

• Ability to positively motivate peers to complete project goals and timelines

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional Yes
• Other (department approved) No

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call* Yes

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area Yes
• May require travel outside Houston Metropolitan area Yes

Houston Methodist (HM) is one of the nation’s leading health systems and academic medical centers.  HM consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston metropolitan area.  HM also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities.  Overall, HM employs over 25,000 employees.   Houston Methodist is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide the best patient care and service in a spiritual environment.

 

In 2019 Houston Methodist and its physicians treat more than 6,333 international patients from more than 76 countries. Houston Methodist Global Health Care Services’ consulting and education divisions also provide advisory services and training and development to health care organizations around the world.