Information Support Specialist III

University of Maryland Faculty Physicians•Baltimore, MD

About The Position

In support of the department IT operations, provides end user assistance for all native applications, websites, and databases. Maintains, installs, troubleshoots and modifies department utilized software. Manages and inventories requested hardware and software additions and changes. The level of assignments tends to be broader in focus and larger in scope or impact than entry-level assignments. Performs more advanced system analysis and bulk corrective functions. Work is performed with little supervision and requires initiative, judgment, strong analysis, and critical thinking skills. Performs other related duties as required. ESSENTIAL FUNCTIONS Primarily configures and provides remote access support for end-user desktops via support tools. But also provides backup support for departmental software and server systems. Performs necessary steps for generating and installing new software releases on PC fleet and installs client software for users. Ensures that departmental devices are kept in line with departmental and campus security requirements and policies. Assists staff and internal users with difficult application problems; responds to and resolves end user technical problems regarding equipment, software performance and capabilities. Provide support for enterprise Office365 account. Configures and maintains email accounts, groups, listservs, contact databases. Provides assistance with account operation, access, and migration using Active Directory and other tools. Participates in the design, implementation, and maintenance of information systems best suited to meet operational needs of the department – both PCs and servers. Consults with clients and information technology staff during the developing, testing, documentation, and training phases of new systems. Troubleshoots systems by analyzing them to determine likely problem areas and constructs and utilizes sample data to test system failures and reports findings to department senior leadership. Installs and maintains software for user desktops and servers, including vendor and security updates. Responds to and resolves end-user technical problems regarding software or hardware performance and capabilities. Serves as the departments tier 2 help desk support. Responds to software and hardware problems on-site or remotely. Investigates software errors and determines and implements appropriate resolutions. Analyses and documents software problems and generates documentation for end-user instruction. Applies corrective action. Provides individual and group instruction on the use of software. Maintains an accurate inventory of all department owned hardware. Analyzes the quality, quantity, and efficiency of computer hardware systems and determines whether current systems meet the needs of the department. Makes recommendations and provides data to senior leadership regarding projected expenditures for upgrades and additions. Corrects hardware and software problems by analyzing programs or systems to determine the cause and all effects of the malfunction and makes approved changes accordingly and with no unanticipated and undesirable effects to department operations. Coordinates resolutions with users (and outside vendors, when appropriate) in a timely manner. Maintains good relationships with department staff and regularly obtains information in order to define problems and needs. Develops and presents useful solutions. Advises on the feasibility of projects, establishes priorities, and resolves conflicts between client needs and, computer system capabilities. Provides instruction/training on the use of equipment as needed.

Requirements

High school diploma or general education degree (GED); some college course work or technical certification preferred
3-5 years of experience with tier 2 or higher IT support
Demonstrated experience and ability to perform computer troubleshooting repairs on CPU’s and associated devices and related peripheral
Experience/knowledge with modern personal computer operating systems and software
Positive customer-oriented team member
Knowledge of internet and local area networks, and the ability to perform complex computer maintenance and evaluate the effectiveness of software programs
Ability to learn new operations, sets priorities and works effectively under pressure
Works independently and well with others by exercising sound judgment including appropriate handling of confidential matters
Establishes and maintains effective working relationships with staff at all levels of the organization
Physical ability to handle and transport heavy or awkward equipment and materials
Has current knowledge of a variety of workstations, computer networks, operating systems, and Microsoft software

Responsibilities

Provides end user assistance for all native applications, websites, and databases.
Maintains, installs, troubleshoots and modifies department utilized software.
Manages and inventories requested hardware and software additions and changes.
Performs more advanced system analysis and bulk corrective functions.
Configures and provides remote access support for end-user desktops via support tools.
Provides backup support for departmental software and server systems.
Performs necessary steps for generating and installing new software releases on PC fleet and installs client software for users.
Ensures that departmental devices are kept in line with departmental and campus security requirements and policies.
Assists staff and internal users with difficult application problems.
Responds to and resolves end user technical problems regarding equipment, software performance and capabilities.
Provides support for enterprise Office365 account.
Configures and maintains email accounts, groups, listservs, contact databases.
Provides assistance with account operation, access, and migration using Active Directory and other tools.
Participates in the design, implementation, and maintenance of information systems best suited to meet operational needs of the department – both PCs and servers.
Consults with clients and information technology staff during the developing, testing, documentation, and training phases of new systems.
Troubleshoots systems by analyzing them to determine likely problem areas and constructs and utilizes sample data to test system failures and reports findings to department senior leadership.
Installs and maintains software for user desktops and servers, including vendor and security updates.
Responds to and resolves end-user technical problems regarding software or hardware performance and capabilities.
Serves as the departments tier 2 help desk support.
Responds to software and hardware problems on-site or remotely.
Investigates software errors and determines and implements appropriate resolutions.
Analyses and documents software problems and generates documentation for end-user instruction.
Applies corrective action.
Provides individual and group instruction on the use of software.
Maintains an accurate inventory of all department owned hardware.
Analyzes the quality, quantity, and efficiency of computer hardware systems and determines whether current systems meet the needs of the department.
Makes recommendations and provides data to senior leadership regarding projected expenditures for upgrades and additions.
Corrects hardware and software problems by analyzing programs or systems to determine the cause and all effects of the malfunction and makes approved changes accordingly and with no unanticipated and undesirable effects to department operations.
Coordinates resolutions with users (and outside vendors, when appropriate) in a timely manner.
Maintains good relationships with department staff and regularly obtains information in order to define problems and needs.
Develops and presents useful solutions.
Advises on the feasibility of projects, establishes priorities, and resolves conflicts between client needs and, computer system capabilities.
Provides instruction/training on the use of equipment as needed.