Service Desk Analyst II: End-User IT Support & Troubleshooting

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

Benefits offered by this job

Tuition reimbursement

401k matching

Paid time off

Employee Assistance Program

Job summary

Sheppard Pratt is seeking an IT Help Desk professional to authorize and update knowledgebase articles, complete service desk work orders, and coordinate day-to-day IT support for staff. The role focuses on hardware/software troubleshooting, system upgrades, and maintaining strong customer relations.

The ideal candidate will have 3+ years in end-user support, ITIL foundation, and relevant certifications, with a strong emphasis on HIPAA compliance and reliable communication.

Qualifications

• High school diploma or GED required.
• An associate degree in information systems, Computer Science, or a related field is preferred.
• Technical certifications are acceptable.
• 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.
• 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.

Responsibilities

• 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.

Skills

End-user support

Training end users

Customer service

Time management

HIPAA compliance knowledge

Education

High school diploma or GED

Associate degree in information systems / Computer Science / related field

Microsoft Certified Solutions Associate (MCSA/MCSE)

A+ / Network+

CCENT

ITIL v3/v4 Foundation

Job description

Sheppard Pratt is seeking an IT Help Desk professional to authorize and update knowledgebase articles, complete service desk work orders, and coordinate day-to-day IT support for staff. The role focuses on hardware/software troubleshooting, system upgrades, and maintaining strong customer relations.

The ideal candidate will have 3+ years in end-user support, ITIL foundation, and relevant certifications, with a strong emphasis on HIPAA compliance and reliable communication.