HELP DESK REP I – IR-Client Services
Location: Dallas, TX
Job Number: 524732
Category: Information Technology
Posting Date: February 23, 2021
Responsibilities
Job Summary
Manage IR Service Desk phones/emails. Resolve customers issues remotely by walking customers thru resolution or performing a remote control session to assist. Issues requiring escalation require documentation of all troubleshooting steps taken. Emphasis on first call resolution and customer service to get customer issues resolved.
Experience and Education
High school graduation or GED equivalent and four (4) years experience in computer environment including at least two (2) years experience providing technical computer support to customers.
Job Duties
- Responds to phone requests received by client services center from university staff and faculty for assistance with problems in areas of computer hardware, software, information systems, and/or telecommunications.
- Monitors pending requests to ensure prompt resolution of client problems.
- Maintains records and status of activities.
- Keeps abreast of current developments and changes in computer hardware, software, information systems, and telecommunications.
- Resolves occasional computer, telecommunications, or systems problems on-site.
- Follows-up on resolved client contacts.
- Performs other duties as assigned.
Security
- This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of: race; color; religion; national origin; sex; including sexual harassment; age; disability; genetic information; citizenship status; and protected veteran status. In addition, it is UT Southwestern policy to prohibit discrimination on the basis of sexual orientation, gender identity, or gender expression.
Benefits
Health Benefits
- PPO and ACO Options
- 100% Coverage for Preventative Health − No Co-Pay
- Tobacco-Free Incentives
- Generous Prescription Drug Plan
- 3 Options for Dental Coverage
- 2 Options for Vision Coverage
- Abundance of Wellness and Employee Assistance Programs
Retirement Plan
(Eligibility varies by employment status)
- The Teacher Retirement System of Texas is a defined benefit plan with 5-year vesting
- Employee Contribution Max 7.7% of salary
- Employer Contribution Match up to 7.5% of salary
- Optional Retirement Program (ORP) defined contribution plan with 1 year, 1 day vesting
- Employee Contribution Max of 6.65% of salary
- Employer Contribution Match of 8.5% of salary
- Optional Tax-Sheltered Annuity
- Optional Deferred Compensation Plan
PTO Benefits
- 15 Paid Holidays, Eligible Day 1
- 8 Hours/Month Accrued Vacation
- 8 Hours/Month Accrued Sick Leave
Other Benefits
- On-Site Day Care
- Employee Discount Program
- Tuition Reimbursement Program
- Long-Term Disability Coverage
- Short-Term Disability Coverage
- Voluntary Group Life Coverage
- Accidental Death & Dismemberment Coverage
I.T. at UTSW
Staying Connected with Information Technology
At UT Southwestern, we need the best and brightest minds in information technology to meet the many demands of our thriving academic medical institution. Whether you are creating pathways for patients to more easily access their medical records or helping physicians and researchers maintain their cutting-edge equipment, the challenges and opportunities abound in our IT department.
The vast computer networks and technical infrastructure of our health system, medical school, research units, and workforce affect every patient and employee at UT Southwestern. That makes any position in the IT department vital to our mission of providing exceptional clinical care and creating a fast-paced, flexible environment for more than 18,000 employees and medical students.
Careers in Information Technology range from business analyst to database engineer, technical support to software system specialists, information resources to biomedical technicians. There has never been a better time to be an IT specialist in the world of health care, and there is no more exciting place to be than UT Southwestern to enrich your career.
Employee Testimonials
Roland Brunette
Roland Brunette
Technical Support Specialist III – Information Resources
Technical Support Specialist III – Information Resources
What is extraordinary is the amount of people, their ideas, cultures and personalities. It is a wondrous thing to get to know your co-workers. This is part of what makes working at UT Southwestern a blast.
Glenn Philp
Glenn Philp
Information Resource Manager
Information Resource Manager
UT Southwestern Medical Center is a place that has inspired, challenged, and most of all helped me grow.
Brad Weber
Brad Weber
Commercialization Success Partner
Commercialization Success Partner
I am afforded the opportunity to make a significant difference in the wellbeing of patients served at UT Southwestern and worldwide. I can’t imagine doing anything more fulfilling.
