Service Desk Analyst II Towson, MD

What to expect.

• Authorizing and updating articles in our shared knowledgebase.
• Completing Work Orders within IT Service Desk Ticketing System for helpdesk requests new hires PC setup etc.
• Develops and maintains professional relationships through regular interface with users to determine hardware and software solutions and to resolve configuration issues.
• Coordinate day-to-day support troubleshooting and perform routine administrative tasks.
• Use IT Service Desk software for accurate daily ticket documentation
• Research applications tools error messages service packs and features of new software releases via the Internet and other information technology resources
• Application installations / troubleshooting - typically on staff machines
• Software upgrades new software deployments
• Assist in system upgrades and maintenance including but not limited to add/remove memory hard drives video cards and power supplies.
• Provide prompt courteous response to customer requests based on department SLAs.
• Utilize diagnostic utilities and remote assistance tools to aid in troubleshooting.
• Test new hardware and software systems and packages prior to deployment.
• Collaborate with other teams to provide cross-functionally of deliverables and to validate solutions
• Actively manage assigned tickets with accurate and timely information including: notes customer contacts and status updates to appropriate teams.
• Exercise judgment and creativity in selecting and applying procedures correctly and determine when to refer problems to the supervisor or next level of support.
• Utilize diagnostic utilities and remote assistance tools to aid in troubleshooting.
• Provide limited support to Service Desk Analyst III.

Customer Service Expectations:

• Maintain a positive and professional attitude toward customers at all times.
• Ensure customer satisfaction by providing exceptional customer service at all times.
• Demonstrate deep knowledge of IT services in support for answering customer questions with viable solutions.
• Keep records of customer interactions transactions comments and complaints.
• Communicate and coordinate with colleagues as necessary.
• Provide feedback on the efficiency of the customer service process.

What youll get from us.

At Sheppard Pratt you will work alongside a multi-disciplined team led by a bold vision to change lives. We offer:

• A commitment to professional development including a comprehensive tuition reimbursement program to support ongoing education and licensure and/or certification preparation
• Comprehensive medical dental and vision benefits for benefit eligible positions
• 403b retirement match
• Generous paid-time-off for benefit eligible positions
• Complimentary Employee Assistance Program (EAP)
• Generous mileage reimbursement program

What we need from you.

• High school diploma or GED required. An associate degree in information systems Computer Science or a related field is preferred. Technical certifications are acceptable.
• Preference for one of the following: A Network MCSA/MCSE CCENT ITIL.
• Minimum 3 years of experience in increasingly complex roles supporting end users and offering training in IT technologies (e.g. Internet PCs LANs).
• Some knowledge of VOIP phone systems preferred.
• Must have some knowledge of LAN WAN and Wireless Technologies.
• Some understanding of network devices such as routers switches and wireless controllers would be ideal but not required.
• Must possess proficient knowledge in word processing spreadsheet manipulation desktop database management communications and other software.
• Time management and analytical skills.
• A thorough understanding of client / patient confidentiality issues / HIPAA compliance and regulations is essential.
• Valid drivers license or alternative transportation plan.
• IT Infrastructure Library (ITIL v3/v4 Foundation).
• Microsoft Certified Solutions Associate (MSCA/MCSE): Windows 1 or more years in a help desk or technical support role in a commercial or health care setting with a large user base or other relevant experience.

At Sheppard Pratt we are more than just a workplace. We are a community of healthcare professionals who are dedicated to providing hope and healing to individuals facing lifes challenges. Join us and be a part of a mission that changes lives!

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Required Experience:

IC