Helpdesk Associate

Kennedy Krieger Institute • Baltimore, MD

5d • $40,043 - $66,205

About The Position

The Help Desk Associate provides prompt and efficient front-line support for customers of the Institute’s Information Systems (IS) department. The role answers, logs, and tracks calls to the Institute’s phone support line; resolves problems or questions related to IS applications supported by the department; and maintains user accounts on the PC network and other applicable systems. The associate also provides end-user support, maintains support documentation and materials, tracks issue resolution, and trains users on supported applications.

Requirements

• High school diploma or equivalent.
• At least one year of formal information technology, desktop support, customer support, customer service, or technology management experience.

Nice To Haves

• CompTIA A+ certification is highly preferred.
• Associate degree or higher in computer sciences or a related field is preferred.
• Experience in a health care setting is highly desirable.

Responsibilities

• Maintain and support the Institute’s IS help desk, answering calls and addressing user concerns in a helpful and courteous manner.
• Provide end-user support and serve as the primary contact for software-related issues.
• Maintain proficiency in all Windows/Mac applications supported by the Institute to resolve most problems promptly with users over the phone.
• Use the Institute’s problem-tracking and resolution software to assign technicians to problems, track resolution, and escalate problems that are not being resolved in a timely manner to management.
• Maintain documentation, statistics, reports, and other management information concisely and appropriately while following departmental technical and operational standards.
• Maintain an adequate library of support materials and documentation for IS users at the Institute.
• Educate end users by providing an appropriate level of training for applications supported by the IS department.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED