Job Facility: University of Maryland Medical System
Employment Type: Full Time
What You Will Do:
Under general supervision, provide customer service support, interacting with staff in a professional manner while providing excellent customer service as the highest priority responding to and resolving or escalating requests.
Principal Responsibilities and Tasks
The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
Provides a timely response to advanced service requests. Provides first level problem analysis and problem resolution for advanced issues. Masters base knowledge of assigned applications, hardware and network to support clinical and business environments. Resolves or escalates service requests when necessary. Mentors Associate Help Desk Staff.
Uses Helpdesk Call Tracking application to log all service and update requests accurately and well detailed. Collects data from customers to aid problem determination/resolution of request. Provides on-going follow up to customers until resolution of issue.
Provides advanced customer assistance to identify and specify the nature of the request or problem. Provides advanced troubleshooting and assists customers with systems issues including Novell, AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity and database problems over phone or remote support. Provides follow up support to customers. Assists in training staff.
Provides advanced IT Tiered support teams by obtaining and providing appropriate information for escalated issues.
Monitors CIH Interface page and provides appropriate support.
Prepares and distributes Emergency Downtime Communications. Maintains distribution lists.
Notifies appropriate IT Tiered support teams for mission critical issues and adheres to department escalation policy.
Assists in collection and analysis of real-time trending information.
Orients and transfers knowledge to junior staff.
What You Need to Be Successful:
Education and Experience
High School Diploma or equivalent (GED) is required. Additional certifications may be required.
One (1) year Information Technology experience, including work experience in customer service is required.
Knowledge, Skills and Abilities
Knowledge and understanding of how technology can be applied to provide advanced system support.
Advanced knowledge of PC hardware and peripherals associated with applications.
Effective communication skills, ability to read and follow instructions accurately, timely and effectively.
Excellent customer service skills and the ability to work with all levels within the organization and working within a team.
Ability to perform daily work activities of the position assuring prompt and effective response to customer needs.
Proficient in analysis and problem solving, ability to assess customer needs and determining appropriate solutions.
Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies.