Lead Technical Analyst - Houston, United States - Houston Methodist

Description

At Houston Methodist, the Lead Technical Analyst position is responsible for leading assigned field operations team(s) in completion of assignments.

Assignments for this position include IT technical support for hospital, physician office or Academic Institute desktop computer environments as well as applications and related peripherals.

The Lead Technical Analyst position leads assigned team in the installation, configuration and setup of new and replacement PCs and is responsible for training and mentoring of staff.

This position implements quality improvement activities, leading special projects and preparing performance metrics.

The Lead Technical Analyst position ensures quick and appropriate response to customers issues.


PEOPLE ESSENTIAL FUNCTIONS
Creates and maintains an environment of collaboration by role modeling teamwork within the department. Effectively interacts within and between departments ensuring seamless flow of information/communication.
Provides department management with feedback on coaching/corrective counseling recommendations, and staff performance to achieve desired outcomes.
Provides input to management on selection, scheduling, supervision, retention, and evaluation of employees. Provides development and mentoring of staff. Ensures that all department personnel are properly trained and comply with all policies and procedures.
Role models for clear professional communication to facilitate problem resolution to achieve mutual understanding. Teaches others to critically think by verbally expressing rationale for decisions and follows up consistently.


SERVICE ESSENTIAL FUNCTIONS
Ensures that daily service operations are conducted in accordance with HM IT Field Operations policies and procedures.
Leads front line customer requirements gathering through proper ticket assignments based team workload, skill set and active projects.
Leads and maintains high level of customer satisfaction by enforcing department metrics and standards for performance and customer satisfaction.

Responds to end-user requests for configuration, set up and replacement PCs and workstations utilizing excellent customer service as defined by department standards as needed based on current workload.

QUALITY/SAFETY ESSENTIAL FUNCTIONS
Leads the appropriate deployment of client hardware and software and ensures accurate issue resolution documentation.
Ensures the consistent testing of computer configurations to

meet customer requirements and needs.
Enforces and promotes IT Security Policy through appropriate device installations and communication with end users.


FINANCE ESSENTIAL FUNCTIONS
Assists with minimizing overtime according to department policy and through efficient workload distribution. Ensures staff utilizes resources and equipment, including inventory to reduce waste and control expense.
Assists management in processing staffing needs including the scheduling of time off requests and time keeping for optimal productivity.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

Supports Houston Methodist and department goals and vision.

Provides and maintains expertise on IT Field Operations, proposing ideas to improve IT Field Operations processes and procedures.

Identifies IT Field Operations trends and works to implement innovative solutions for improved workflow for IT processes across departments.
Offers innovative solutions through participation in performance improvement projects and activities.

Participates and is an active member in various IT programs and may participate on committees and IT task forces for projects.

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 degree preferred


WORK EXPERIENCE
Six years' experience in IT Field Operations or a combination of IT Field Operations and Help Desk support
Successful project leadership experience
Healthcare experience

#J-18808-Ljbffr