Helpdesk Associate
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Job Location:
Baltimore, MD - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Overview
The Help Desk Associate provides prompt and efficient front line support for customers of the Information Systems (IS) department at the Institute. The incumbent is responsible for answering logging and tracking calls placed to the Institutes phone support line; resolving problems or questions related to IS applications supported by the IS department; and providing maintenance of user accounts on the PC network and other applicable systems.
Responsibilities
1. Maintain and support the Institutes IS help desk. Answer calls and address user concerns in a helpful and courteous manner.
2. Provide end user support and serve as primary contact for software-related issues.
3. Maintain proficiency in the use of all Windows/Mac applications supported by the Institute at a level that will allow most problems to be resolved in a timely manner with the user over the phone.
4. Use the Institutes problem tracking and resolution software to assign technicians to problems track their resolution and bring any problems not being resolved in a timely manner to managements attention.
5. Maintain all documentation statistics reports and/or other management information in a concise and appropriate manner abiding by all departmental technical and operational standards.
6. Maintain an adequate library of support materials and documentation to assist IS users at the Institute.
7. Educate end users by providing the appropriate level of training for applications that are supported by the IS department.
Qualifications
QUALIFICATIONS:
CompTIA A certification highly preferred.
EDUCATION:
High School diploma or equivalent required.
Associates degree or higher in Computer Sciences or related field preferred.
EXPERIENCE:
Minimum one (1) year formal information technology desktop support customer support customer service or technology management experience required.
Experience in a health care setting highly desirable.
Minimum pay range
Maximum pay range
Required Experience:
IC
Key Skills
- Computer Hardware
- Mac Os
- Active Directory
- VMware
- ConnectWise
- HP Service Manager
- Microsoft Windows Server
- Mobile Devices
- Windows
- Help Desk
- Operating Systems
- Remedy
About Company
Kennedy Krieger Institute improves the lives of children and adults with special health challenges through interdisciplinary hospital services and outpatient, community, education and research programs.
