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

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

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.