IT Service Desk Analyst I — Tier 1 Support & On-Call

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

Job summary

Greater Baltimore Medical Center (GBMC) is seeking an IT Service Desk professional to deliver Tier 1 support via phone, email and remote access. The role may require on-site visits and on-call duties to maintain 24x7 coverage and resolve incidents within established SLAs.

Ideal candidates have 1 year in a technical support call center, familiarity with Windows 10, Office and Active Directory, and strong communication skills. Hospital experience is preferred.

Qualifications

• 1 year experience in a Technical Support Call Center
• Hospital experience preferred
• Experience with Windows 10, Microsoft Office, Active Directory
• Imaging, Repairing and Maintaining Desktop, Laptop, Tablet, and Thin/Zero Clients
• Excellent soft skills are required

Responsibilities

• Provide Tier 1 first level resolvable support via phone, email and remote assistance
• Log, route, and escalate non-first level inquiries and service requests within SLAs
• Assist on special projects, video visits, and limited desk-side support
• Provide On-Call support 24x7 on a rotating basis as directed
• Manage hardware and software inventory and document installations and configurations

Skills

Windows 10

Microsoft Office

Active Directory

Imaging and repair

Soft skills

Education

High School, Technical Certificate preferred

Job description

Greater Baltimore Medical Center (GBMC) is seeking an IT Service Desk professional to deliver Tier 1 support via phone, email and remote access. The role may require on-site visits and on-call duties to maintain 24x7 coverage and resolve incidents within established SLAs.

Ideal candidates have 1 year in a technical support call center, familiarity with Windows 10, Office and Active Directory, and strong communication skills. Hospital experience is preferred.