Service Desk Analyst II — Grow in IT Support, Great Benefits

Sheppard Pratt Careers

Frederick (MD)

On-site

USD 31,000 - 47,000

Full time

2 days ago

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Benefits offered by this job

Medical, dental, vision benefits

403b retirement match

Paid time off

Job summary

Sheppard Pratt seeks an on-site Service Desk Analyst II to support staff with IT inquiries, PC setup, and ticketed requests. You will manage daily tickets, provide remote and on-site assistance, and ensure SLAs are met.

The role requires 3+ years of end-user support experience, knowledge of LAN/WAN/Wireless, and familiarity with ITIL practices. A+ or similar certifications are preferred; associates degree encouraged. Join a mission-driven health organization today.

Qualifications

High school diploma or GED required; associate degree preferred.
Technical certifications are acceptable.

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.