User Experience and Support Specialist I in Information Technology (Helpdesk)

UTHealth Houston is seeking an entry-level User Experience and Support Specialist to assist with staffing our helpdesk for central administration. This employee serves as the initial single point of contact for IT Services and Support requests.  Provides our community with first-level support solutions and determines incident escalation for UTHealth Enterprise systems, Clinical Applications, Data Center Operations, Communication Technology, and User Experience and Support Teams.  Delivers and performs all duties following IT Core Values.  

This role is based in our Operations Center Building, where the call center is located.   You will primarily take requests by phone or email and create tickets.  You will also provide remote assistance when feasible.  This role is on-premises at a location just south of the Texas Medical Center and NRG Stadium.  You must have at least one year in IT user support to qualify for this role.   

What we do here changes the world. UTHealth Houston is Texas’s resource for healthcare education, innovation, scientific discovery, and excellence in patient care. That’s where you come in.

Once you join us, you won't want to leave. It’s because we reward our team for the excellent service they provide. Our total rewards package includes the benefits you’d expect from a top healthcare organization (benefits, insurance, etc.), plus:  

• 100%25 paid medical premiums for our full-time employees  
• Generous time off (holidays, preventative leave day, both vacation and sick time – all of which equate to around 37-38 days per year) 
• The longer you stay, the more vacation you’ll accrue! 
• Longevity Pay (Monthly payments after two years of service) 
• Build your future with our awesome retirement/pension plan! 

We take care of our employees! As a world-renowned institution, our employees’ wellbeing is important to us. We offer work/life services such as... 

• Free financial and legal counseling 
• Free mental health counseling services 
• Gym membership discounts and access to wellness programs 
• Other employee discounts, including entertainment, car rentals, cell phones, etc. 
• Resources for child and elder care 
• Plus many more! 

Position Summary:

Provides the initial single-point-of-contact for the requesting of IT Services and Supports. Provides our community with first level support solutions and determines incident escalation for UTHealth Enterprise systems, Clinical Applications, Data Center Operations, Communication Technology, and User Experience and Support Teams. Delivers and performs all duties following IT Core Values.

Position Key Accountabilities:

• Provides prompt, courteous, and professional phone response to maintain call abandon rates within specified targets. Maintains a logged in and call ready status for specified percentage time as determined for Service Desk.
• Evaluates, documents, and processes incoming incident and service requests received by telephone, email, and the ITSM user portal. Reviews user-generated requests to gather additional information required for resolution by 2nd and 3rd tier support teams.
• Provides level 1 technical support (ie. Account unlocks/password resets for Enterprise and Clinical apps, etc) to customers resolving targeted percentage of incidents; resolves incidents and requests for service within a specified timeframe and reassigns to appropriate Support Center staff if incident cannot be resolved within specified timeframe.
• Logs and tracks incidents and service requests using our current ITSM solution. Provides our community assistance with ServiceNow to take advantage of service catalog, knowledge articles, and the submission of incidents.
• Provides general information related to IT application systems and services.
• Maintains departmental procedures manual and keeps documentation current.
• Performs other duties as assigned.

Certification/Skills:

• None
• HDI Support Center Analyst (HDI - SCA) by HDI preferred

Minimum Education:

High School Diploma or equivalent required Two (2) years of college computer related courses preferred

Minimum Experience:

1 year of related experience required

Physical Requirements:

Exerts up to 50 pounds of force occasionally and/or up to 20 pounds frequently and/or up to 10 pounds constantly to move objects.

Security Sensitive:

This position is a security-sensitive position pursuant to Texas Education Code §51.215 and Texas Government Code §411.094. To the extent that a position requires the holder to research, work on, or have access to critical infrastructure as defined in Texas Business and Commerce Code §117.001(2), the ability to maintain the security or integrity of the infrastructure is a minimum qualification to be hired for and to continue to be employed in that position. Personnel in such positions, and similarly situated state contractors, will be routinely reviewed to determine whether things such as criminal history or continuous connections to the government or political apparatus of a foreign adversary might prevent the applicant, employee, or contractor from being able to maintain the security or integrity of the infrastructure. A foreign adversary is a nation listed in 15 C.F.R. §791.4.

Residency Requirement:

Employees must permanently reside and work in the State of Texas.