Helpdesk Associate

Kennedy Krieger Institute • Baltimore, MD

6d • $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 placed 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.

Requirements

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

Nice To Haves

• CompTIA A+ certification.
• Associate degree or higher in Computer Sciences or a related field.
• Experience in a health care setting.

Responsibilities

• Maintain and support the Institute’s IS help desk, answering calls and addressing user concerns helpfully and courteously.
• Provide end-user support and serve as the primary contact for software-related issues.
• Maintain proficiency with the Windows and 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 resolutions, and escalate problems that are not being resolved promptly to management.
• Maintain documentation, statistics, reports, and other management information in a concise and appropriate manner, following departmental technical and operational standards.
• Maintain a library of support materials and documentation for IS users.
• Educate end users by providing appropriate training for applications supported by the IS department.

What This Job Offers

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