Service Desk Analyst II - End-User IT Support & Solutions

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

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.