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IT Support Specialist II

2 months ago

Baltimore, Maryland, United States Greater Baltimore Medical Center (GBMC) Full time

Position Overview

Under minimal oversight and in alignment with IT service level agreements, this role provides Tier 1 first-level resolvable support via phone, email, and remote assistance for the IT Service Desk. Additionally, it encompasses more intricate Tier 2 support for all client technology and related peripherals through thorough analysis and systematic troubleshooting. The position also aids Tier I analysts in resolving and training on more complex software installations and hardware issues.

Key Responsibilities

  • Manages the IT Service Desk Call Center, including ticket processing, routing, and escalating non-client technology-related inquiries, service requests, and incident reports.
  • May contribute as a resource on special projects and video consultations, and provide limited on-site support for hardware issues as needed.

Educational Requirements

  • Associates Degree, Technical Certificate, or Equivalent Technical Experience.

Experience Requirements

  • A minimum of 3 years in a Technical Support Call Center environment is preferred, with experience in a healthcare setting being advantageous.

Knowledge, Skills, and Abilities

  • Proficiency with Windows 7, Windows 8.1, Windows 10, and the Microsoft Office Suite is preferred.
  • Skills in repairing and maintaining desktops, laptops, tablets, and thin/zero clients are preferred.
  • Exceptional interpersonal and customer service skills.

Certifications

  • Must possess at least one of the following active certifications: CompTIA A+, CompTIA Network+, MCP, MCSA.

Physical Requirements

  • Ability to frequently lift 15 to 20 pounds, and occasionally lift up to 25 to 55 pounds.

Work Environment

  • Professional office setting with a dress code. Exposure to dust may occur. On-call responsibilities for desktop support are included, requiring flexibility for 24/7 support.

Conditions of Employment

  • Must have reliable transportation to support remote sites and fulfill on-call duties.

Principal Duties and Responsibilities

  • Logs, addresses, and resolves Tier 1 first-level incidents and service requests within established SLA timelines.
  • Handles Tier 2 incidents and service requests in accordance with SLA timelines.
  • Schedules work to meet departmental SLAs while accommodating customer needs, which may include flexible hours for evenings, nights, weekends, and holidays.
  • Evaluates customer requirements and provides technical recommendations in line with current standards and guidelines.
  • Creates necessary documentation for ongoing support of current systems for Tier I triage.
  • Utilizes and assists in managing a software and hardware inventory management system.
  • Installs, upgrades, and maintains system and application components on client computing platforms, performing hardware repairs and configuring operating systems and applications.
  • Provides on-call support on a rotating basis as determined by departmental procedures.
  • Follows up with customers and support resources to ensure issue resolution and customer satisfaction.

Core Values

All roles must demonstrate the core values of the organization, including respect, excellence, accountability, teamwork, ethical behavior, and results-oriented approaches.

COVID-19 Vaccination Requirement

All applicants must be fully vaccinated against Covid-19 or obtain an approved medical or religious exemption prior to employment.

Equal Employment Opportunity

The organization is an Equal Opportunity employer, ensuring all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or any other status protected by law.