IT Helpdesk Specialist II, Hybrid - University of Maryland Medical System

The University of Maryland Medical System is a 14-hospital system with academic, community and specialty medical services reaching every part of Maryland and beyond. UMMS is a national and regional referral center for trauma, cancer care, Neurocare, cardiac care, women’s and children’s health and physical rehabilitation. UMMS is the fourth largest private employer in the Baltimore metropolitan area and one of the top 20 employers in the state of Maryland. No organization will give you the clinical variety, the support, or the opportunities for professional growth that you’ll enjoy as a member of our team. 

General Summary

Under general supervision, provide customer service support, interacting with staff in a professional manner while providing excellent customer service as the highest priority responding to and resolving or escalating requests.  This position may require shift work and/or an alternative schedule.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Provides a timely response to advanced service requests.  Provides first level problem analysis and problem resolution for advanced issues.  Masters base knowledge of assigned applications, hardware and network to support clinical and business environments.   Resolves or escalates service requests when necessary.  Mentors Associate Help Desk Staff.
2. Uses Helpdesk Call Tracking application to log all service and update requests accurately and well detailed.  Collects data from customers to aid problem determination/resolution of request.  Provides on-going follow up to customers until resolution of issue.
3. Provides advanced customer assistance to identify and specify the nature of the request or problem. Provides advanced troubleshooting and assists customers with systems issues including Applications, AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity and database problems over phone or remote support. Provides follow up support to customers. Assists in training staff.
4. Provides Access Control for assigned applications following established security policies and procedures.
5. Provides written documentation for the IT Service Desk knowledgebase.
6. Provides escalation to IT Tiered support teams by obtaining and providing appropriate information for escalated issues.
7. Prepares and distributes Emergency Downtime Communications. Maintains distribution lists.
8. Notifies appropriate IT Tiered support teams for mission critical issues and adheres to department escalation policy.
9. Assists in collection and analysis of real-time trending information.
10. Orients and transfers knowledge to junior staff.  

Education and Experience

1. Bachelors Degree in Business Administration, Computer Science or related discipline OR one year Information Technology experience, including work experience in IT customer service.
2. Additional certifications such as ITIL are preferred.

Knowledge, Skills and Abilities

1. Knowledge and understanding of how technology can be applied to provide advanced system support.
2. Advanced knowledge of PC hardware and peripherals associated with applications.
3. Advanced knowledge of application troubleshooting, Major Incident and problem resolution.
4. Effective communication skills, ability to read and follow instructions accurately, timely and effectively.
5. Excellent customer service skills and the ability to work with all levels within the organization and working within a team.
6. Ability to perform daily work activities of the position assuring prompt and effective response to customer needs.
7. Proficient in analysis and problem solving, ability to assess customer needs and determining appropriate solutions.
8. Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies.

All your information will be kept confidential according to EEO guidelines.