Demo

IT Helpdesk Specialist II, Hybrid

University of Maryland Medical System
Columbia, MD Full Time
POSTED ON 1/15/2025
AVAILABLE BEFORE 3/15/2025
Job Description

General Summary

Under general supervision, provide customer service support, interacting with staff in a professional manner while providing excellent customer service as the highest priority responding to and resolving or escalating requests.  This position may require shift work and/or an alternative schedule.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

  1. Provides a timely response to advanced service requests.  Provides first level problem analysis and problem resolution for advanced issues.  Masters base knowledge of assigned applications, hardware and network to support clinical and business environments.   Resolves or escalates service requests when necessary.  Mentors Associate Help Desk Staff.
  2. Uses Helpdesk Call Tracking application to log all service and update requests accurately and well detailed.  Collects data from customers to aid problem determination/resolution of request.  Provides on-going follow up to customers until resolution of issue.
  3. Provides advanced customer assistance to identify and specify the nature of the request or problem. Provides advanced troubleshooting and assists customers with systems issues including Applications, AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity and database problems over phone or remote support. Provides follow up support to customers. Assists in training staff.
  4. Provides Access Control for assigned applications following established security policies and procedures.
  5. Provides written documentation for the IT Service Desk knowledgebase.
  6. Provides escalation to IT Tiered support teams by obtaining and providing appropriate information for escalated issues.
  7. Prepares and distributes Emergency Downtime Communications. Maintains distribution lists.
  8. Notifies appropriate IT Tiered support teams for mission critical issues and adheres to department escalation policy.
  9. Assists in collection and analysis of real-time trending information.
  10. Orients and transfers knowledge to junior staff.  
Company Description

The University of Maryland Medical System is a 14-hospital system with academic, community and specialty medical services reaching every part of Maryland and beyond. UMMS is a national and regional referral center for trauma, cancer care, Neurocare, cardiac care, women’s and children’s health and physical rehabilitation. UMMS is the fourth largest private employer in the Baltimore metropolitan area and one of the top 20 employers in the state of Maryland. No organization will give you the clinical variety, the support, or the opportunities for professional growth that you’ll enjoy as a member of our team. 

Qualifications

Education and Experience

  1. Bachelors Degree in Business Administration, Computer Science or related discipline OR one year Information Technology experience, including work experience in IT customer service.
  2. Additional certifications such as ITIL are preferred.

Knowledge, Skills and Abilities

  1. Knowledge and understanding of how technology can be applied to provide advanced system support.
  2. Advanced knowledge of PC hardware and peripherals associated with applications.
  3. Advanced knowledge of application troubleshooting, Major Incident and problem resolution.
  4. Effective communication skills, ability to read and follow instructions accurately, timely and effectively.
  5. Excellent customer service skills and the ability to work with all levels within the organization and working within a team.
  6. Ability to perform daily work activities of the position assuring prompt and effective response to customer needs.
  7. Proficient in analysis and problem solving, ability to assess customer needs and determining appropriate solutions.
  8. Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies.
Additional Information

All your information will be kept confidential according to EEO guidelines.

Compensation:

  • Pay Range: $24.1-$30.23
  • Other Compensation (if applicable):
  • Review the 2024-2025 UMMS Benefits Guide

Salary : $1,000 - $1,000,000

If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution. Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right. Surveys & Data Sets

What is the career path for a IT Helpdesk Specialist II, Hybrid?

Sign up to receive alerts about other jobs on the IT Helpdesk Specialist II, Hybrid career path by checking the boxes next to the positions that interest you.
Income Estimation: 
$55,856 - $76,003
Income Estimation: 
$64,935 - $90,225
Income Estimation: 
$53,670 - $75,445
Income Estimation: 
$54,256 - $67,602
Income Estimation: 
$62,988 - $78,225
Income Estimation: 
$62,988 - $78,225
Income Estimation: 
$70,114 - $86,563
Income Estimation: 
$109,702 - $143,233
Income Estimation: 
$150,767 - $193,289
Income Estimation: 
$79,786 - $100,362
Income Estimation: 
$95,561 - $118,859
View Core, Job Family, and Industry Job Skills and Competency Data for more than 15,000 Job Titles Skills Library

Job openings at University of Maryland Medical System

University of Maryland Medical System
Hired Organization Address Glen Burnie, MD Full Time
Job Description Largest Pediatric Hospitalist group in UMMS consisting of 19 providers 12 hour shifts (7a-7p/7p-7a) Alwa...
University of Maryland Medical System
Hired Organization Address Bel Air, MD Full Time
Job Description Assists in the maintenance of equipment by proper cleaning, care and sterilization. Observes and watches...
University of Maryland Medical System
Hired Organization Address La Plata, MD Part Time
Job Description Under limited supervision, evaluates for, develops, and administers Speech Language Pathology treatment ...
University of Maryland Medical System
Hired Organization Address Easton, MD Part Time
Job Description This position is expected to devote approximately 25% time served as the Executive Physician to the empl...

Not the job you're looking for? Here are some other IT Helpdesk Specialist II, Hybrid jobs in the Columbia, MD area that may be a better fit.

IT Helpdesk Specialist II, Hybrid

The University of Maryland Medical System, Columbia, MD

IT Specialist (Helpdesk & Administrator)

Miller Construction Services, Inc, Rosedale, MD

AI Assistant is available now!

Feel free to start your new journey!