Client Support Analyst (Children's Learning Institute)

Company: UTHealth Houston
Location: Houston
Posted on: March 19, 2023

Job Description:

What we do here changes the world. UTHealth Houston is Texas' 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% paid medical premiums for our full-time employees
• Generous time off (holidays, preventative leave day, both vacation and sick time - all of which equates 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 single-point-of-contact problem determination in areas of Microsoft products, network, UT application systems, hardware and telecommunications for a campus wide client community.
    
    Position Key Accountabilities:
    
    1. Answers, evaluates and processes incoming service requests received by: telephone; voice mail; e-mail; fax; or submitted Web requests from users experiencing problems with hardware, software, networking and other computer-related technologies within 15 minutes.
    2. Logs and tracks calls using HEAT Call Logging system, keeping tickets current with customer comments and service status.
    3. Escalates non-resolved issues or service requests to senior level for problem resolution ASAP.
    4. Processes password requests, following and abiding by defined security policies and procedures.
    5. Maintains departmental procedures manual and keeps documentation current.
    6. Other duties as assigned.
    
    Certification/Skills:
    
    Microsoft Office User Specialist (MOUS) certification preferred.
    
    Minimum Education:
    
    High School Diploma or equivalent.
    Two years of college computer related courses preferred.
    
    Minimum Experience:
    
    One year of related experience.
    
    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 job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code - 51.215
    
    Residency Requirement:
    
    Employees must permanently reside and work in the State of Texas.

Keywords: UTHealth Houston, Houston , Client Support Analyst (Children's Learning Institute), Professions , Houston, Texas