IT Help Desk Specialist II

University of Maryland Medical System; Columbia (MD); On-site; USD 31,000 - 44,000; Full time

Job summary

University of Maryland Medical System is seeking an IT Help Desk professional to provide customer service support and professional interaction with staff. The role prioritizes excellent customer service and efficient resolution or escalation of requests.

Responsibilities include responding to advanced service requests, analyzing problems, mentoring junior staff, and ensuring timely issue resolution across clinical and business environments.

Qualifications

• High school diploma or equivalent is required.
• 1 year Information Technology experience, including customer service experience, is required.
• Knowledge of technology and ability to support clinical and business environments.

Responsibilities

• Provides timely responses to advanced service requests and performs first level problem analysis and resolution.
• Uses Helpdesk system to log requests and provides ongoing follow-up until resolution.
• Assists in troubleshooting and supports systems issues including Novell, AD, PC/Laptop/Mobile, printer, software, hardware, and network connectivity.

Skills

Customer service

Troubleshooting

Communication skills

Teamwork

Problem solving

Education

High School Diploma or GED

Tools

Novell

Active Directory (AD)

PC/Laptop/Mobile

Printer hardware

Networking

Job description

Job Requirements 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.

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

• 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.
• 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.
• 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 Novell, 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.
• Provides advanced IT Tiered support teams by obtaining and providing appropriate information for escalated issues.
• Monitors CIH Interface page and provides appropriate support.
• Prepares and distributes 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.
• Orients and transfers knowledge to junior staff.

Work Experience Education and Experience

• High School Diploma or equivalent (GED) is required.
• One year Information Technology experience, including work experience in customer service is required.

Knowledge, Skills and Abilities

• Knowledge and understanding of how technology can be applied to provide advanced system support.
• Advanced 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.
• Proficient in analysis and problem solving, ability to assess customer needs and determining appropriate solutions.
• Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies.

Benefits

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

Compensation:Pay Range: $22.57 - $31.59Other Compensation (if applicable): Review the 2025-2026 UMMS Benefits Guide