What are the responsibilities and job description for the IT Helpdesk Specialist Intern, UMBC, Hybrid position at University of Maryland Medical System?
General Summary
The primary objective for the Intern position is to gain an understanding and contribution to the support of IT end-users in a hospital environment. Participates in a full-range IT support department with high volumes and exposure to operational components including infrastructure, applications, processes and the overall impact IT Service Management has on patient care and the business of healthcare in a shared-services environment.
Under direct supervision, provides IT 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. May provide adjunct support to special projects, access control, compliance, configuration control, data analysis, reporting and other related IT Service Management tasks in a full-service ITIL department.
Principal Responsibilities and Tasks
The following statements are intended to describe the general nature and level of work being performed by Interns assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
- Provides a timely response to standard service requests. Provides first level problem analysis. Masters base knowledge of assigned applications, hardware and network to support clinical and business environments. Resolves or escalates service requests when necessary.
- 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.
- Assists customers to identify and specify the nature of the request or problem. Troubleshoots standard issues and assists customers with various systems issues including AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity and database problems over phone or remote support. Provides follow up support to customers.
- Assists IT Tiered support teams by obtaining and providing appropriate information for escalated issues.
- Assists with the preparation and distribution of Emergency Downtime Communications. Maintains distribution lists.
- Notifies appropriate IT Tiered support teams for mission critical issues and adheres to department escalation policy.
- Assists in collection and analysis of real time trending information.
- Participates in special projects such as implementations and go-live activities.
- Participates in data control, such as application access, onboarding, terminations, Configuration Management Database (CMDB) maintenance, and documentation of processes and data collection/analysis of compliance controls.
- Creates notifications that focus on marketing services, processes and procedures to encourage end-users to perform common maintenance tasks such as password resets, instructions to create access, etc.
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.
Education and Experience
- Participation in an intern experience from a college or university.
- Interest or aptitude for IT Support and exploration of IT Operations in a major hospital setting.
Knowledge, Skills and Abilities
- Basic knowledge and understanding of how technology can be applied to provide standard system support.
- Basic knowledge of PC hardware and peripherals associated with applications.
- Effective communication skills, ability to read and follow instructions accurately, timely and effectively.
- Excellent customer service skills and the ability to work with all levels within the organization and working within a team.
- Ability to perform daily work activities of the position assuring prompt and effective response to customer needs.
- Basic analysis and problem solving skills to assess the customer needs and determine appropriate solutions.
- Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies.
All your information will be kept confidential according to EEO guidelines.
