IT Support Specialist II

11 hours ago


Columbia, South Carolina, United States University of Maryland Medical System Full time
Job Title: IT Helpdesk Specialist II, HybridJob Summary

The University of Maryland Medical System is seeking a highly skilled IT Helpdesk Specialist II to join our team. As a key member of our IT department, you will provide advanced technical support to staff, ensuring seamless operation of our clinical and business environments.

Key Responsibilities
  1. Provide timely and effective response to advanced service requests, resolving or escalating issues as necessary.
  2. Utilize Helpdesk Call Tracking application to log and update service requests, collecting data to aid problem determination and resolution.
  3. Offer advanced customer assistance, troubleshooting, and support for systems issues, including applications, AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity, and database problems.
  4. Ensure access control for assigned applications, adhering to established security policies and procedures.
  5. Contribute to the IT Service Desk knowledgebase by providing written documentation.
  6. Escalate issues to IT Tiered support teams, obtaining and providing necessary information.
  7. Prepare and distribute Emergency Downtime Communications, maintaining distribution lists.
  8. Notify IT Tiered support teams for mission-critical issues, adhering to department escalation policy.
  9. Assist in collecting and analyzing real-time trending information.
  10. Orient and transfer knowledge to junior staff.
Requirements

To be successful in this role, you will need:

  1. A Bachelor's Degree in Business Administration, Computer Science, or a related discipline, or one year of IT experience, including work experience in IT customer service.
  2. Additional certifications, such as ITIL, are preferred.

You will possess:

  1. Advanced knowledge of PC hardware and peripherals associated with applications.
  2. Effective communication skills, ability to read and follow instructions accurately, timely, and effectively.
  3. Excellent customer service skills and the ability to work with all levels within the organization and as part of a team.
  4. Ability to perform daily work activities, ensuring prompt and effective response to customer needs.
  5. Proficient in analysis and problem-solving, with the ability to assess customer needs and determine appropriate solutions.
  6. Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards, and regulatory bodies.

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