Memorial Hermann Health System · 10 hours ago
Technical Customer Support Specialist
Medical Plaza North
Full-time
Onsite
Entry Level
1+ years expMemorial Hermann Health System is dedicated to delivering high quality care and exceptional experiences for its community. The Technical Customer Support Specialist is responsible for providing day-to-day technical assistance and support related to computer hardware, software, and network issues, ensuring high levels of customer satisfaction and timely resolution of issues.
Health CareNon Profit
Responsibilities
Provides first and second level technical support to address and resolve issues related to computer hardware, software, and network problems
Provides enhanced troubleshooting and escalates problems as appropriate, following department procedures
Enters and tracks status of issue tickets in ticketing system; updates customers on status of tickets
Gathers sufficient appropriate information from customers to ensure timely resolution of issues; searches for appropriate solutions when possible
Serves as a technical resource on desktop software applications such as but not limited to: Microsoft Word, Excel, PowerPoint, Access, and Visio. Explains the technical complexities of software to users. Supports and coaches users
Documents resolutions to common issues and creates basic flow processes to improve efficiency in issues resolution
Documents, tracks and monitors all calls to ensure timely resolution and updates outgoing phone greeting
Provides assistance to ISD Desktop Field Support on rotating basis as requested
Acts as liaison with other groups within ISD to promote communication and disseminate knowledge to others on the team
Provides training for other Technical Support Specialist on existing and newly implemented systems; reviews and corrects support documentation for new systems to ensure accuracy of information
Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service
Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff
Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues
Other duties as assigned
Qualification
Required
Associates degree in Information Technology or Computer Science or any combination of equivalent education and experience
STI Knowledge Certified Help Desk Professional or CompTIA A+ certification preferred, or equivalent certifications for knowledge of customer support skills and hardware/operating system/networking technologies
Minimum of one (1) year of relevant and progressive professional experience in an IT call center environment or Information Technology field experience preferred
Demonstrated proficiency in problem identification and resolution, including ability to resolve hardware, operating system, and application problems through appropriate troubleshooting methodologies
Possess good knowledge of remote user support and the technical ability to provide support for multiple products and services including but not limited to networks, client/server systems, computers, application software, online education software, peripheral devices, and others
Excellent communications & customer service skills, including ability to communicate technical information to non-technical audience
Demonstrated ability to manage multiple tasks simultaneously. Ability to work effectively, reliably, and independently
Preferred
Minimum of one (1) year of relevant and progressive professional experience in an IT call center environment or Information Technology field experience preferred
STI Knowledge Certified Help Desk Professional or CompTIA A+ certification preferred, or equivalent certifications for knowledge of customer support skills and hardware/operating system/networking technologies
Company
Memorial Hermann Health System
Advancing Health. Personalizing Care.
10001+ employees
H1B Sponsorship
Memorial Hermann Health System has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (10)
2024 (6)
2023 (11)
2022 (6)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
$5MKey Investors
The John M. O'Quinn FoundationBlue Cross and Blue Shield of Texas
2022-08-02Grant· $5M
2022-07-07Grant
Leadership Team
Michael Roussos
SVP, President of Academic Hospitals and CEO, Memorial Hermann-Texas Medical Center Campus
David Wong, MD
Director, Virtual Health Product Management
Recent News
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