IT Help Desk Specialist II — Advanced Support & Mentoring

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

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.