JOB DESCRIPTION SUMMARY :
Under limited supervision and in accordance with IT service level agreements provides Tier 1 first level resolvable phone, email and remote support for the IT Service Desk. Additionally, provides more complex Tier 2 support for all client technology and associated peripherals by means of analyzation and methodical troubleshooting. Support Tier I analyst in resolving and training on more complex software installs and hardware resolution. Support is provided via telephone, ticketing system, email, remote assistance, cutomer site visit and manager escalation.. Staffs the IT Service Desk Call Center, ticket processing, routing and escalating non client technology related customer inquiries, service requests and incident reports. May assist as a resource on special projects, video visits and may also provide limited desk side support for break/fix hardware issues while executing all duties as assigned.
Education
Associates Degree, Technical Certificate, or Equivalent Technical Experience
Experience
3 years’ experience in a Technical Support Call Center setting preferred. Hospital experience is preferred.
Knowledge, Skills and Abilities
Licensures, Certifications
Physical Requirements
Working Conditions
Conditions of Employment
IT Service Desk Analyst II • Baltimore, MD
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