Service Desk Analyst II

Sheppard Pratt • Frederick, MD

8d • $22 - $34 • Onsite

About The Position

This role involves providing technical support and troubleshooting for end-users, managing IT service desk tickets, and contributing to the maintenance and upgrade of IT systems. The analyst will also be responsible for documenting solutions, collaborating with other teams, and ensuring customer satisfaction through exceptional service.

Key responsibilities include authorizing and updating knowledgebase articles, completing work orders for various IT requests, developing professional relationships with users to resolve hardware and software issues, and coordinating daily support tasks. The position requires diligent ticket documentation, research into applications and software, installation and troubleshooting of applications, and assisting with system upgrades and maintenance. The analyst will also test new hardware and software, collaborate with other teams for cross-functional deliverables, and manage assigned tickets with accurate and timely information. Judgment and creativity are needed to apply procedures and determine when to escalate issues. The role also involves utilizing diagnostic utilities and remote assistance tools, and providing limited support to Service Desk Analyst III.

Customer service expectations are high, requiring a positive and professional attitude, ensuring customer satisfaction, demonstrating deep knowledge of IT services, keeping records of customer interactions, and communicating effectively with colleagues. Feedback on the efficiency of the customer service process is also expected.

Requirements

• High school diploma or GED required.
• Minimum 3 years of experience in increasingly complex roles supporting end users and offering training in IT technologies (e.g., Internet, PCs, LANs).
• Must have some knowledge of LAN, WAN and Wireless Technologies.
• 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.

Nice To Haves

• 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.
• Some knowledge of VOIP phone systems preferred.
• Some understanding of network devices such as routers, switches and wireless controllers would be ideal, but not required.

Responsibilities

• 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.
• Provide limited support to Service Desk Analyst III.
• 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.

Benefits

• 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 This Job Offers

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