I. General Summary

• Under general supervision of the Manager, IT Service Management and Customer Service, provide IT technical and UMMS specific service and support in a high volume and complex hospital shared services Service Desk. Interacts with staff in a professional manner while providing excellent customer service while responding to and resolving or escalating service requests, incidents and problems.

II. 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 multi-channel reported service requests or incidents. Provides first level analysis and resolution for reported incidents. Masters base knowledge of hospital applications, hardware, access and compliance processes and other IT operational needs to support clinical and business environments. Resolves or escalates service requests when necessary. Mentors Associate Service Desk staff members.

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.

III. Education and Experience

• Bachelor’s Degree in Computer Science, Business Administration or related field. or one year Information Technology experience in a customer service environment.

IV. Knowledge, Skills and Abilities

• Knowledge and understanding of how technology can be applied to provide system support.
• 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.

All your information will be kept confidential according to EEO guidelines.