IT Service Desk Analyst I

Greater Baltimore Medical Center, Inc. is hiring an IT Service Desk Analyst I to deliver Tier 1 first level support through phone, email, and remote assistance. This onsite role supports IT Service Desk operations under established IT service level agreements, including ticket handling, routing and escalation of non-first level issues, and assigned desk side break/fix tasks.

Key Responsibilities

• Provide Tier 1 first level resolvable phone, email, and remote support for the IT Service Desk, primarily through telephone, email, and remote assistance.
• Answer inbound calls, process tickets, route inquiries, and escalate non-first level resolvable customer requests, incident reports, and service requests as appropriate.
• Log, respond to, and resolve Tier 1 first level resolvable incidents and service requests within SLA timelines and GBMC Greater Behaviors.
• Log and respond to Tier I incidents and service requests within SLA timelines and GBMC Greater Behaviors.
• Schedule work to meet departmental SLAs and support customer needs, including flexing hours as required to cover evenings, nights, weekends, and holidays though rare.
• Assist as a resource on special projects and video visits.
• Provide limited desk side support for break/fix hardware issues while completing all assigned duties.
• Document actions and create documentation needed to install and provide ongoing support for current systems.
• Use and help manage a software and hardware inventory management system.
• Install, upgrade, and maintain system and application components on client computing platforms by performing hardware repairs, configuring operating systems and applications, and supporting hardware components.
• Provide on-call support 24x7 on a rotating basis, as determined by the Service Desk Manager and department procedure.
• Follow up with customers and support resources to ensure call completion and customer satisfaction.

Onsite Requirements and Working Conditions

• Onsite role in Baltimore, MD.
• Professional office environment and dress code.
• Exposure to dust.
• Includes on-call responsibility for desktop support.

Required Qualifications

• Education: High School; Technical Certificate preferred.
• Experience: 1 years in a Technical Support Call Center setting; hospital experience preferred.
• Experience with Windows 10 and Microsoft Office Family of Products, and Microsoft Active Directory (preferred).
• Skill in imaging, repairing, and maintaining desktop, laptop, tablet, and thin/zero clients (preferred).
• Excellent soft skills required.
• CompTIA A+, ITIL, HDI, MTA (Microsoft Technology Associate), or MCP (preferred).
• Ability to lift 15 to 20 pounds frequently and up to 25 to 55 pounds occasionally.

Additional Conditions of Employment

• Must have own transportation to support remote sites and on-call responsibilities.
• Must be flexible in supporting a 24 hours call center, 7 days a week.

Technologies

• Windows 10
• Microsoft Office Family of Products
• Microsoft Active Directory
• CompTIA A+
• ITIL
• HDI
• MTA (Microsoft Technology Associate)
• MCP

GBMC Values

• Respect: Courtesy, a healing environment, fairness, kindness, respect for dignity and privacy, and responsive listening.
• Excellence: Superior performance, recognition of others’ accomplishments, meeting customer expectations, learning and self-development, and attention to detail.
• Accountability: Professionalism, ownership of problems, appropriate planning and resource use, and regular and timely attendance.
• Teamwork: Collaboration, keeping others informed, resolving conflict positively, seeking input, and recognizing contributions.
• Ethical Behavior: Honesty and integrity with a focus on protecting the patient, and respect for cultural, psychosocial, and spiritual needs.
• Results: Goal setting and outcome focus, giving and accepting help, embracing improvement, flexibility, and time-efficient prioritization.

Compensation

Pay range: USD 54,214 - 84,032 per year (final salary offer based on qualifications, education, experience, and alignment with organizational needs).

Pay range details: $54,214.40 - $84,032.31