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Getting to Know Ian Carter, End User Computing Specialist

At Texas Health Huguley, our associates make the difference. That's why we look for skilled, professional personnel to help us fulfill our goal of providing extraordinary service. At the heart of Texas Health Huguley's success is its dedication to providing the finest healthcare while living out our mission of serving people like those we love the most.

We’d like to introduce you to Ian Carter, End User Computing Specialist.

Tell us about a day in the life when you’re at work.

The day for most of our associates begins around 8:00 a.m. However, we always have someone on call and available for our users. Technical issues don’t always wait until we’re in the office. The first part of my morning is spent reviewing tickets, emails and any projects I’m working on. Based upon how much I’m tasked with, I attempt to create a rough itinerary of exactly where I need to go and what needs to be done. It’s a challenge to estimate how long each ticket will take, as the request or incident can sometimes end up being more complicated that the initial description implies. My position, as with most in IT support, requires me to constantly shift my priorities to meet the needs of our users. Along with prioritizing, we must also be able to multitask. We often work on several issues at the same time. It’s not uncommon for a technician to have five to ten tickets they’re working on all at once. On average, our department might receive between fifteen and thirty tickets a day. If there is any unexpected downtime or other sitewide issues that our end users experience, we could very well receive over forty tickets in one day. Some tickets can be resolved faster than others. Some are simple and may only take a few minutes of our time. Others might take a week or two and involve in-depth research and troubleshooting to resolve. Around mid-day, I attempt to take lunch. As our schedule can often revolve around the users and their availability, lunch is taken whenever we’ve reached a stopping point. After returning from lunch, the rest of the day plays out in pretty much the same way as the early morning. As tickets are resolved, more are submitted to take their place, and they’re worked into my to-do list. Anything I did not complete that day will be worked into my next day’s to-do list as a higher priority item to address. While the work day technically ends at 5:00 p.m. for our department, it’s not uncommon for us to stay past that time to get an issue resolved or complete prep work on any equipment that’s needed for the next day. Any time we can save now means that less time is required the next day preparing. Ultimately, this allows us to get our work completed faster, and our users back up and running.

What do you love most about your job?

What I love most about my job is that I’m given the opportunity daily to utilize the knowledge I’ve accumulated to help others. Every day is a different experience, and another chance to learn something new. I get to work with a great team of people who support each other and work together to take care of our users.

Tell us about the ones you love the most.

The ones I love the most would be my parents. Without their support and help in facilitating my interest in technology, I would likely not be working in IT today. My father was especially influential in cultivating my interest in computers, as he was working in IT in the late 80s and early 90s (back when moving a desktop was a two-person job). He was often working on projects at home, many of which I took an interest in. I had the opportunity to take many older machines apart and put them back together (with mixed results). While I wasn’t as knowledgeable and experienced then as I am now, it was that early exposure to this technology that ultimately led to me pursuing a career in IT.