IT Support Specialist II

3 weeks ago

Columbia, Missouri, United States University of Maryland Medical System Full time

The University of Maryland Medical System is a leading healthcare provider with a strong commitment to excellence. As an IT Helpdesk Specialist II, you will play a critical role in supporting the technical needs of our staff and patients.

Job Summary

Under general supervision, you will provide advanced technical support to our users, troubleshooting and resolving complex issues related to hardware, software, and network connectivity. Your expertise will be essential in ensuring the smooth operation of our clinical and business environments.

Key Responsibilities
  • Provide timely and effective support to users, responding to and resolving advanced service requests.
  • Master base knowledge of assigned applications, hardware, and network to support clinical and business environments.
  • Use Helpdesk Call Tracking application to log all service and update requests accurately and well detailed.
  • Collect data from customers to aid problem determination/resolution of request.
  • Provide on-going follow up to customers until resolution of issue.
  • Provide advanced customer assistance to identify and specify the nature of the request or problem.
  • Provide 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 Access Control for assigned applications following established security policies and procedures.
  • Provides written documentation for the IT Service Desk knowledgebase.
  • Provides escalation to IT Tiered support teams by obtaining and providing appropriate information for escalated issues.
  • Prepares and distributes Emergency Downtime Communications. Maintains distribution lists.
  • Notifies appropriate IT Tiered support teams for mission critical issues and adheres to department escalation policy.
  • Assists in collection and analysis of real-time trending information.
  • Orients and transfers knowledge to junior staff.
Requirements
  • Bachelors Degree in Business Administration, Computer Science or related discipline OR one year Information Technology experience, including work experience in IT customer service.
  • Additional certifications such as ITIL are preferred.

Knowledge, Skills and Abilities

  • Knowledge and understanding of how technology can be applied to provide advanced system support.
  • Advanced knowledge of PC hardware and peripherals associated with applications.
  • Advanced knowledge of application troubleshooting, Major Incident and problem resolution.
  • 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 working within a team.
  • Ability to perform daily work activities of the position assuring prompt and effective response to customer needs.
  • Proficient in analysis and problem solving, ability to assess customer needs and determining 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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