1-3 years of experience
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Employment Type:
Full time
Job Category:
Information Services
Help Desk Analyst I
(This job is no longer available)
Grad Date

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Job Description

Receives inbound communication to the Help Desk from internal customers. Resolves all customer service issues where possible and escalates calls to level 2 support personnel when necessary. Inputs all pertinent documentation into the call tracking database and dispatches work orders to the appropriate groups. Provides customer satisfaction and minimization of system hardware and software downtime with minimal disruption. Performs tasks requiring judgment, initiative, and in-depth knowledge of company policies and procedures.

* Handles incoming communication to the Help Desk including ACD calls, voice mail, e-mail, and walk-ins by accurately analyzing, resolving, and documenting problems and requests in accordance with current standards.
* Follows up with all customers to ensure work orders are completed, and ascertain customer satisfaction in accordance with established procedures and service levels.
* Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
* Develops business and technical writing skills.
* Assists Field Support Analysts with technical issues.
* Engages in special projects as assigned.


* High school diploma or G.E.D.
* No experience required with an Associate's degree; two years of experience in Information Technology without an Associate's degree.


* Associate's degree in a related field.
* Certification as a Help Desk Professional.

About Baylor College of Medicine

Baylor College of Medicine, one of the nation's top academic health sciences centers, is committed to advancing human health through the integration of patient care, research, education and community service. The only private medical school in the Greater Southwest, Baylor College of Medicine was founded in 1900 and is today an internationally respected medical and research institution known for excellence in education, research and patient care. The College consistently ranks among the top of the country's 125 medical schools. For 2007, U.S. News & World Report has ranked the College No. 10 on its list of top medical schools. Baylor College of Medicine also is listed 13th among all U.S. medical schools for National Institutes of Health funding, and No. 1 for research expenditures in biological science by the National Science Foundation.