IT Support Tech II

Summary

Join Our Team at Mercy Medical Center – Now Hiring an It Support Tech II!

Mercy Medical Center is honored to be recognized by Newsweek as one of America's Most Trustworthy Companies for three consecutive years (2023–2025) and as one of America's Greatest Workplaces for Women in 2025. Additionally, we are proud to be a multi-time recipient of Forbes' America's Best Midsize Employers award, most recently in 2025.

As a hospital founded by the Sisters of Mercy, we offer a supportive and empowering environment where dedicated medical professionals thrive. If you're passionate about making a meaningful impact through your work and contributing to a mission of compassionate care, we invite you to apply today and join our Mercy family.

Responsibilities

The IT Level II Support technician is responsible for the diagnosis of computer-related problems and requests assigned to the group bucket in the helpdesk system. The IT Level II Support technician conducts problem analysis and research, troubleshoots and resolves complex problems either using remote control software or in person. Ensures timely closeout of trouble tickets. Maintains a broad knowledge of state-of-the-art computer technology, equipment, and systems and participates in professional development activities as appropriate. The IT Level II Support technician must be available for a rotating on-call schedule. May also be required to work shifts other than 9am-5pm.

Requirements

EDUCATION AND WORK EXPERIENCE

• Education and Work Experience:
• Must possess a high school diploma or GED
• Associate degree preferred
• 2 - 4 years working knowledge of PC software and hardware; technical support experience preferred
• Hospital IT experience preferred.
  
  
  

Specific Requirements

License Requirements:

N/A

Certification Requirements:

N/A

Age Specific Care Provided For:

N/A

Knowledge, Skills and Abilities:

Computer proficiency and technical aptitude with the ability to utilize one or more of the following:

• Microsoft Word, Power Point, Excel
• Microsoft Outlook
• Meditech (if applicable to position)
• Epic (if applicable to position)
• Performance Manager/NetLearning
• Must be able to read, write, and speak the English language in an understandable manner.
• Must be able to work independently and possess the ability to make independent decisions when circumstances warrant such action.
• Must possess the ability to effectively communicate and deal tactfully with other personnel, visitors, patients, physicians, customers, and the general public.
• Must be flexible, have personal integrity, and the ability to function effectively as a team with other employees.
• Must be able to follow written and oral instructions.
• Other Requirements:
• Knowledge of a wide range of computer system software, applications, hardware, and networking protocols
• Ability to diagnose and isolate a wide range of computer hardware and software problems.
• Requires excellent analytical capability to determine best course of action for resolution
• Specific working knowledge of Microsoft, Novell, Meditech, Altiris Helpdesk, and Misys hospital management systems
• Ability to analyze user requirements and provide innovative technical solutions
• Superior customer service skills
• Strong interpersonal and communication skills and the ability to work effectively in team
• Strong written communication skills
• Ability to prioritize workload and work independently
• Ability to train/mentor new team members
  
  
  

Benefits

Benefits Eligibility is based on your scheduled FTE status and Job Category

• Competitive health, prescription, vision and dental benefits & wellness credit for eligible employees
• 403(b) retirement plan with generous company match and “catch up” provision
• Paid Time Off (PTO) & company paid holidays
• Tuition reimbursement
• Mental Health resources and other employee related wellness opportunities through our Employee Assistance Program
• Employer paid Short & Long Term Disability benefits for eligible employees
• Voluntary Benefits
• Discounts on auto & home insurance and Verizon plans
• Mercy’s Rewards & Recognition Program rewarding employees for going above and beyond in living Mercy’s Mission and Values
  
  
  

EEO Statement

Mercy Health Services is sponsored by the Sisters of Mercy. We are an Equal Opportunity Employer (EEO) recruiting talent for Mercy Health Services, which serves the greater Baltimore Metro and surrounding Maryland areas.