IT Service Desk Analyst I

GBMC HealthCare; Baltimore (MD); On-site; USD 54,000 - 84,000; Full time

Job summary

GBMC HealthCare is seeking an IT Service Desk Analyst in Baltimore to provide Tier 1 support via phone, email, and remote access. Some on-site visits and on-call duties are required.

The role emphasizes resolving incidents within SLAs and documenting solutions for future reference. Ideal candidates have a High School diploma or technical certificate and about a year in a technical support call center, preferably in a hospital setting.

Qualifications

• High School diploma or technical certificate preferred.
• 1 year experience in a technical support call center; hospital experience preferred.
• Experience with Windows 10, Active Directory; imaging and hardware repair.

Responsibilities

• Logs, responds to and resolves Tier 1 incidents and service requests within SLA timelines.
• Routes and escalates non-first level inquiries; supports on premise and remote sites.
• Creates documentation to install and provide ongoing support for current systems.
• Maintains software/hardware inventory; supports desktop hardware components.
• Provides on-call support 24x7 on a rotating basis; ensures customer satisfaction.

Skills

Soft skills

Windows 10

Active Directory

Desktop imaging

Education

High School

Technical Certificate

Tools

Imaging tools

Job description

Under direct supervision and in accordance with IT service level agreements, primarily provides Tier 1 first level resolvable phone, email and remote support for the IT Service Desk. Support is provided primarily via telephone, email and remote assistance. The analyst may be required to visit customers on premise and at remote sites, under the direction of the Team Lead, Service Desk Manager, or a designee. Responsibility includes IT Service Desk inbound calls, ticket processing, routing and escalating non-first level resolvable 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

High School, Technical Certificate preferred

Experience

1 years’ experience in a Technical Support Call Center setting. Hospital experience preferred.

Knowledge, Skills And Abilities

• Experience with Windows 10, Microsoft Office Family of Products, Microsoft Active Directory, preferred.
• Skill in Imaging, Repairing and Maintaining Desktop, Laptop, Tablet, and Thin/Zero Clients Preferred.
• Excellent Soft skills are a requirement.

Licensures, Certifications

• CompTIA A+, ITIL, HDI or MTA (Microsoft Technology Associate), or MCP Preferred.

Physical Requirements

• Able to lift on a frequent basis 15 to 20 pounds, and on an occasional basis up to 25 to 55 pounds.

Working Conditions

• Professional Office Environment and Dress Code. There will be exposure to dust. Includes on-call responsibility for Desktop support

Conditions of Employment

• Must Have Own Transportation to Support Remote Sites and On Call Responsibilities. Must be flexible in supporting 24 hours call center, 7 days a week.

Principal Duties And Responsibilities

• Logs, responds to and resolves Tier 1 first level resolvable incidents and service requests within SLA timelines and GBMC Greater Behaviors.
• Logs and responds to Tier I incidents and service requests within SLA timelines and GBMC Greater Behaviors.
• Schedules work to meet departmental SLAs and to accommodate customer’s needs and requirements. Though rare, this includes flexing hours as required to include evenings, nights, and/or weekends and holidays.
• Creates documentation necessary to install and provide ongoing support for current systems.
• Utilizes and helps manage a software and hardware inventory management system.
• Installs, upgrades and maintains system and application components on client computing platforms by performing hardware repairs, configuring operating systems and applications and providing support for all hardware components.
• Provides On Call support, 24x7, on a rotating basis as determined by the Service Desk Manager and department procedure.
• Provides follow up with customer and support resources to ensure completion of customer’s call and customer satisfaction.

All Roles Must Demonstrate GBMC Values

Respect

I will treat everyone with courtesy. I will foster a healing environment.

• Treats others with fairness, kindness, and respect for personal dignity and privacy
• Listens and responds appropriately to others’ needs, feelings, and capabilities

Excellence

I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others.

• Meets and/or exceeds customer expectations
• Actively pursues learning and self-development

  Accountability

  I will be professional in the way I act, look and speak. I will take ownership to solve problems.

  • Sets a positive, professional example for others
  • Takes ownership of problems and does what is needed to solve them
  • Appropriately plans and utilizes required resources for various job duties
  • Reports to work regularly and on time

  Teamwork

  I will be engaged and collaborative. I will keep people informed.

  • Works cooperatively and collaboratively with others for the success of the team
  • Addresses and resolves conflict in a positive way
  • Seeks out the ideas of others to reach the best solutions
  • Acknowledges and celebrates the contribution of others

  Ethical Behavior

  I will always act with honesty and integrity. I will protect the patient.

  • Demonstrates honesty, integrity and good judgment
  • Respects the cultural, psychosocial, and spiritual needs of patients/families/coworkers

  Results

  I will set goals and measure outcomes that support organizational goals. I will give and accept help to achieve goals.

  • Embraces change and improvement in the work environment
  • Continuously seeks to improve the quality of products/services
  • Displays flexibility in dealing with new situations or obstacles
  • Achieves results on time by focusing on priorities and manages time efficiently

  Pay Range

  $54,214.40 - $84,032.31

  Final salary offer will be based on the candidate's qualifications, education, experience and alignment with our organizational needs.

  Equal Employment Opportunity

  GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.