Help Desk Analyst

UMRF Ventures provides students with meaningful professional experience through hands‑on work, leadership development, and career preparation. Our student employees balance academic success with high‑quality, professional work.

Job Title: Help Desk Analyst

Department/Group: MLH

Reports to: Project Manager MLH

Classification: Part-time (hourly) non-exempt

Role and Responsibilities

The Help Desk Analyst will support Methodist Le Bonheur Healthcare IT, providing phone-based customer service for password management and user account issues. They must follow guidelines to protect Methodist systems from unauthorized access while managing identities and access rights.

Key Responsibilities:

• Communicate effectively with clients, coworkers, and leadership to ensure clear and efficient information exchange.

• Troubleshoot client account issues using available resources and provide timely resolutions.

• Document all calls and interactions within the online ticketing system accurately.

• Deliver high-quality customer service to clients over the phone, ensuring their needs are met.

• Provide secure and professional support for password resets and account unlocks, adhering to security protocols.

Key Accountabilities

• Complete the verification process for assisting with password resets and account unlocks.

• Ensure compliance with MLH security policies and procedures in all interactions with users.

• Collaborate with other help desk team members to resolve users’ issues.

• Maintain KPIs to ensure the highest quality of service.

• Adhere to UMRF Ventures policies and procedures.

Competencies

• Communication skills

• Written and verbal

• Drive for results

• Problem solving

• Attention to detail

• Multitasking

• Technical knowledge and learning

• Windows operating system and MS Office applications (Outlook, Teams, etc.)

• Excellent typing skills

Qualifications and Education Requirements

• Currently enrolled college student

• Customer service experience preferred