Service Desk Analyst II

Sheppard Pratt; Frederick (MD); On-site; USD 31,000 - 47,000; Full time

Benefits offered by this job

Tuition reimbursement

Medical, dental and vision benefits

403b retirement match

Generous paid time off

Employee Assistance Program

Job summary

Sheppard Pratt is seeking a Service Desk Analyst II to join our IT team on-site in Frederick, MD. You will handle helpdesk tickets, update the knowledge base, and work with users to determine hardware and software solutions while meeting SLAs.

Ideal candidates have 3+ years in IT support, a high school diploma or GED (associate degree preferred), and relevant certifications (A+, Network+, ITIL, MSCA/MCSE). VOIP, LAN/WAN technologies knowledge is a plus.

Qualifications

• High school diploma or GED required; an associate degree is preferred.
• Technical certifications such as A+, Network+, MCSA/MCSE, CCENT, ITIL are favorable.
• Minimum 3 years of experience supporting end users and training in IT technologies.
• Knowledge of LAN, WAN and Wireless Technologies; VOIP knowledge preferred.
• Understanding of HIPAA and patient confidentiality.

Responsibilities

• Authorize and update articles in the knowledgebase.
• Process Work Orders in the IT Service Desk system for helpdesk requests, new hires, PC setup, etc.
• Develop and maintain professional relationships with users to determine hardware and software solutions and resolve configuration issues.
• Coordinate day-to-day support, troubleshooting, and routine administrative tasks.
• Use IT Service Desk software for accurate daily ticket documentation
• Research applications, tools, error messages, service packs, and features of new software releases.
• Application installations / troubleshooting on staff machines
• Software upgrades and deployments
• Assist in system upgrades and maintenance
• Provide prompt, courteous responses to customer requests per SLAs
• Utilize diagnostic utilities and remote assistance tools to aid troubleshooting
• Test new hardware and software systems prior to deployment
• Collaborate with other teams to validate solutions
• Manage assigned tickets with notes and status updates
• Exercise judgment in escalation
• Maintain positive customer relations and ensure satisfaction
• Demonstrate deep IT services knowledge to answer questions with viable solutions
• Keep records of customer interactions and feedback
• Communicate and coordinate with colleagues
• Provide feedback on service process efficiency

Skills

Time management

Analytical skills

Word processing & spreadsheets

Communication skills

HIPAA compliance knowledge

Education

High school diploma or GED

Associate degree in information systems or computer science

ITIL v3/v4 Foundation

MSCA/MCSE certification

Tools

Service Desk software

VOIP systems

LAN/WAN/Wireless technologies

Job description

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you will find the contact information to request the appropriate accommodation by visiting the following our Accessibility Accomodation for Applicants page.

Service Desk Analyst II

• Posted on September 25, 2026

Locations

Showing 1 location

• On-site
• Hourly Range : $22.50 USD to $33.96 USD
• IT & Data Analytics
• Full-Time
• Requisition #: SERVI013021

Description

What to expect.

• Authorizing and updating articles in our shared knowledgebase.
• Completing Work Orders within IT Service Desk Ticketing System for helpdesk requests, new hires, PC setup, etc.
• Develops and maintains professional relationships through regular interface with users to determine hardware and software solutions and to resolve configuration issues.
• Coordinate day-to-day support, troubleshooting, and perform routine administrative tasks.
• Use IT Service Desk software for accurate daily ticket documentation
• Research applications, tools, error messages, service packs, and features of new software releases via the Internet and other information technology resources
• Application installations / troubleshooting - typically on staff machines
• Software upgrades, new software deployments
• Assist in system upgrades and maintenance, including, but not limited to, add/remove memory, hard drives, video cards and power supplies.
• Provide prompt, courteous response to customer requests based on department SLAs.
• Utilize diagnostic utilities and remote assistance tools to aid in troubleshooting.
• Test new hardware and software systems and packages prior to deployment.
• Collaborate with other teams to provide cross-functionally of deliverables and to validate solutions
• Actively manage assigned tickets with accurate and timely information including: notes, customer contacts, and status updates to appropriate teams.
• Exercise judgment and creativity in selecting and applying procedures correctly and determine when to refer problems to the supervisor or next level of support.
• Utilize diagnostic utilities and remote assistance tools to aid in troubleshooting.
• Provide limited support to Service Desk Analyst III.
• Maintain a positive and professional attitude toward customers at all times.
• Ensure customer satisfaction by providing exceptional customer service at all times.
• Demonstrate deep knowledge of IT services in support for answering customer questions with viable solutions.
• Keep records of customer interactions, transactions, comments and complaints.
• Communicate and coordinate with colleagues as necessary.
• Provide feedback on the efficiency of the customer service process.

What you'll get from us.

At Sheppard Pratt, you will work alongside a multi-disciplined team led by a bold vision to change lives. We offer:

• A commitment to professional development, including a comprehensive tuition reimbursement program to support ongoing education and licensure and/or certification preparation
• Comprehensive medical, dental and vision benefits for benefit eligible positions
• 403b retirement match
• Generous paid-time-off for benefit eligible positions
• Complimentary Employee Assistance Program (EAP)

The pay range for this position is $22.49 /hr minimum to $33.95 /hr maximum. Pay for this position is determined on a number of factors, including but not limited to, years and level of related experience.

What we need from you.

• High school diploma or GED required. An associate degree in information systems, Computer Science, or a related field is preferred. Technical certifications are acceptable.
• Preference for one of the following: A+, Network +, MCSA/MCSE, CCENT, ITIL.
• Minimum 3 years of experience in increasingly complex roles supporting end users and offering training in IT technologies (e.g., Internet, PCs, LANs).
• Some knowledge of VOIP phone systems preferred.Must have some knowledge of LAN, WAN and Wireless Technologies.
• Some understanding of network devices such as routers, switches and wireless controllers would be ideal, but not required.
• Must possess proficient knowledge in word processing, spreadsheet manipulation, desktop database management, communications, and other software.
• Time management and analytical skills.
• A thorough understanding of client / patient confidentiality issues / HIPAA compliance and regulations is essential.
• Valid driver’s license or alternative transportation plan.
• IT Infrastructure Library (ITIL v3/v4 Foundation).
• Microsoft Certified Solutions Associate (MSCA/MCSE): Windows 1 or more years in a help desk or technical support role in a commercial or health care setting with a large user base or other relevant experience.

At Sheppard Pratt, we are more than just a workplace. We are a community of healthcare professionals who are dedicated to providing hope and healing to individual’s facing life’s challenges. Join us and be a part of a mission that changes lives!

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Equal Opportunity Employer
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