IT Service Desk Analyst I - Tier 1 Support (On-Call)

Boston Medical Center; Towson (MD); Hybrid; USD 54,000 - 84,000; Full time

Job summary

GBMC HealthCare in Towson, MD seeks an IT Service Desk Analyst I to provide Tier 1 support via phone, email and remote tools, logging and resolving incidents within SLA. The role may require on-site visits to local and remote sites, desk-side support for hardware, and on-call rotation.

A High School diploma or technical certificate plus 1 year in a tech support center is preferred. We value strong customer service, teamwork and the ability to document issues clearly and follow through to

Qualifications

• Experience with Windows 10 and Microsoft Office products.
• 1 year in a technical support call center; hospital experience preferred.
• CompTIA A+, ITIL, HDI or MTA or MCP preferred.

Responsibilities

• Logs, responds to and resolves Tier 1 incidents and service requests within SLA timelines.
• Schedules work to meet departmental SLAs and accommodate customer needs; may require evenings/weekends.
• Creates documentation to install and support current systems; manages inventory; performs hardware repairs.

Skills

Windows 10

Office suite

Active Directory

Hardware imaging

Soft skills

Education

High School Diploma or Technical Certificate

Job description

GBMC HealthCare in Towson, MD seeks an IT Service Desk Analyst I to provide Tier 1 support via phone, email and remote tools, logging and resolving incidents within SLA. The role may require on-site visits to local and remote sites, desk-side support for hardware, and on-call rotation.

A High School diploma or technical certificate plus 1 year in a tech support center is preferred. We value strong customer service, teamwork and the ability to document issues clearly and follow through to