Company Description
The University of Maryland Medical System is a 14-hospital system with academic, community and specialty medical services reaching every part of Maryland and beyond. UMMS is a national and regional referral center for trauma, cancer care, Neurocare, cardiac care, women's and children's health and physical rehabilitation. UMMS is the fourth largest private employer in the Baltimore metropolitan area and one of the top 20 employers in the state of Maryland. No organization will give you the clinical variety, the support, or the opportunities for professional growth that you'll enjoy as a member of our team.
Job Description
* General Summary
This position may function as a Team Lead or a Senior Specialist, including Tier 2 support. As a Team Lead, this position may provide leadership and guidance overseeing the activities of a subgroup of operational Service Desk Specialists. As a Senior Specialist, the incumbent will provide senior technical and process skills and receive escalated incidents from more junior specialists. Under limited 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. This position may require shift work and/or an alternative schedule.
* 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 complex service requests. Provides first level problem analysis. Masters base knowledge of assigned applications, hardware and network to support clinical and business environments. Resolves or escalates service requests when necessary. Assists with daily ticket review to insure ticket accuracy. Mentors Service 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. Compares ticket resolution information with knowledge base documentation, and updates, when applicable.
* Provides assistance to customers to identify and specify the nature of complex requests and/or problems. Troubleshoots complex issues and assists customers with various systems issues including Applications, AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity and database problems over phone or remote support. Provides follow up support to customers. Primary trainer for Helpdesk staff.
* Provides direct assistance to IT Tiered support teams for complex escalated issues. Participates in special projects as assigned; Participates in testing for system upgrades.
* Understand complexity and analyzes data. Monitors System Support tools and contacts appropriate support teams with information.
* Prepares and distributes Emergency Downtime Communications. Maintains distribution lists. Identifies need for new lists and create.
* Works directly with IT Tiered support teams for mission critical issues and adheres to department escalation policy.
* Review real-time trending information, and contact Tiered support, when necessary.
* Participate in the development of Performance Evaluations of assigned operational Service Desk Specialists.
* Monitor and guide the operational performance of assigned operational Service Desk Specialists.
Qualifications
III. Education and Experience
* HS Diploma required. Additional certifications may be required.
* Three years Help Desk experience is required.
* One year of the three years of Help Desk experience must be in the UMMS Service Desk
IV. Knowledge, Skills and Abilities
* Knowledge and understanding of how technology can be applied to provide complex system support.
* Knowledge of Service Desk processes and business value prioritization.
* Broad 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 provide limited leadership and to be a liaison between escalated support and the helpdesk.
* 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 work with other teams and 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.
Additional Information
All your information will be kept confidential according to EEO guidelines.
