1. Provides technical expertise to PC Maintenance Techs assuring prompt effective response to customer needs. Documents work orders completed each day. Provides a timely response to all 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. Independently performs technical downloads and PC configurations. Assists with daily problem and change management ticket review to insure ticket accuracy.
2. 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 information to the Helpdesk for on-going follow up to customers until resolution of issue.
3. Assists customers to identify and specify the nature of basic to complex requests or problems. Troubleshoots issues and assists customers with various systems issues including Microsoft, Novell, PC/Laptop/Mobile, printer, software, hardware, and network connectivity issues. Provides follow up support to customers. Primary trainer of PC Maintenance Technicians.
4. Provides direct assistance to IT Tiered support teams for complex escalated issues. Participates in special projects as assigned; Participates in testing for system upgrades.
5. Maintains an inventory of parts used and needed to re-order, including testing parts received for stock to ensure an effective level of service. Maintains inventory for all equipment installed and performs documentation of all system configurations in a database. Coordinates purchases of technical equipment.

Renowned as the academic flagship of the University of Maryland Medical System, our Magnet®-designated facility is a nationally recognized, academic medical center with opportunities across the continuum of care. Come join UMMC and discover the atmosphere where talents and ideas come together to enhance patient care and advance the science of nursing. Located in downtown Baltimore near the Inner Harbor and Camden Yards, you won’t find a more vibrant place to work! 

• Bachelor’s degree in Computer Science, Maintenance, Telecommunications, Certified Netware Engineer or a related field or equivalent combination of education and experience is required.
• Five years experience with desk top equipment, performing installations, configurations, trouble shooting, and evaluations.
• Broad Knowledge of PC hardware and peripherals associated with applications.
• Ability to provide general leadership role, to be a liaison between escalated support and the EUC team.
• Excellent communication and organization skills; demonstrates confidence, creativity, and maturity.

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