IT Support Specialist II
11 hours ago
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- Provide timely and effective response to advanced service requests, resolving or escalating issues as necessary.
- Utilize Helpdesk Call Tracking application to log and update service requests, collecting data to aid problem determination and resolution.
- Offer advanced customer assistance, troubleshooting, and support for systems issues, including applications, AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity, and database problems.
- Ensure access control for assigned applications, adhering to established security policies and procedures.
- Contribute to the IT Service Desk knowledgebase by providing written documentation.
- Escalate issues to IT Tiered support teams, obtaining and providing necessary information.
- Prepare and distribute Emergency Downtime Communications, maintaining distribution lists.
- Notify IT Tiered support teams for mission-critical issues, adhering to department escalation policy.
- Assist in collecting and analyzing real-time trending information.
- Orient and transfer knowledge to junior staff.
To be successful in this role, you will need:
- 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.
- Additional certifications, such as ITIL, are preferred.
You will possess:
- Advanced knowledge of PC hardware and peripherals associated with applications.
- Effective communication skills, ability to read and follow instructions accurately, timely, and effectively.
- Excellent customer service skills and the ability to work with all levels within the organization and as part of a team.
- Ability to perform daily work activities, ensuring prompt and effective response to customer needs.
- Proficient in analysis and problem-solving, with the ability to assess customer needs and determine appropriate solutions.
- Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards, and regulatory bodies.
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