Help/Service Desk Analyst

Baltimore, MD 21204

Posted: 07/07/2022 Job Number: EB-1398811749 Pay Rate: $0.00

Job Description

General Summary:
• Under general supervision; Service Desk Analyst II will investigate and respond to all support requests by following documented processes and procedures with the goal of restoring or fulfilling IT services for end users in the most efficient manner available.
• This role will be responsible for the support of enterprise applications, network connectivity, desktop infrastructure, operating systems, software, hardware, and peripherals.
• In addition, this role will provide scalable solutions for the modern workplace and productivity including virtual and physical desktops, securely automating the delivery of applications, and empowering the end user with appropriate IT services.
• The Service Desk Analyst II is responsible for supporting the delivery of excellent customer support and issue resolution services to end-users across Sheppard Pratt Health System (SPHS).

• Requires an Associate Degree in Information Systems, Computer Science, or a related field. 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 driver’ s 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.
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