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Help Desk Specialist

Chase Brexton Health Care Baltimore, MD

Baltimore, MD

Today

$22 - $28/hr Full time Active Directory Application Support Computer Skills

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Job Description

Chase Brexton Health Care is seeking an onsite Help Desk Specialist in Baltimore, MD to deliver Tier-1 support and manage daily helpdesk workflows.

Responsibilities

Provide first tier (Tier-1) support for user issues involving hardware and software for both local and remote users
Set up employee equipment and access, including network and relevant application access
Perform proper installation of hardware including printing and faxing, plus operating systems and application software
Periodically inspect employee equipment and software to ensure functionality, including patches and updates
Complete employee activations and deactivations in a timely manner and document the changes
Diagnose and repair reported problems; document end-user details, the nature of the issue, and resolution status/process
Modify configurations, utilities, and software default settings for local workstations (including laptops) and thin client devices
Perform timely workstation hardware and software upgrades as required
Install, test, and configure new workstations, peripheral equipment (phones, printers, faxes), and software
Support onboarding for new users, including PC setup and deployment using standard hardware, images, and software
Route and escalate non-Tier1 issues to responsible parties, conduct periodic follow-up, and maintain resolution status
Use and maintain helpdesk tracking software for all issues reported to the helpdesk, regardless of reporting mechanism
Log, track, document, and resolve incoming requests using the help desk software solution
Maintain detailed and accurate call/ticket logs, reports, and trouble tickets; ensure ticketing accuracy daily
Maintain agreed upon first call resolution rate
Maintain inventory of equipment, software, and software licenses
Follow defined Helpdesk policies and procedures and resolve issues to the end user’s satisfaction
Monitor and respond quickly and effectively to requests received through the IT helpdesk
Maintain agreed upon quarterly satisfaction rating
Assist with internal physical moves, including PC and telephone
Participate in off-hours, weekend, and on-call support on a rotation basis
Other duties as assigned

Requirements

Microsoft Office
Microsoft Windows OS (XP, 2003, Vista, 7, 2008)
Microsoft Networking: Printer Management, File Share management, Active Directory, IIS, IE, DHCP, DNS
Basic networking skills
Building and cloning of end user workstations and laptops
Remote control technologies
End user support for Microsoft Exchange
Phone System and PBX
Strong computer skills
Ability to work independently
Knowledge of privacy regulations and ability to maintain patient privacy in the daily role
Ability to work independently in a timely, organized, methodical manner
Task oriented
A+, MCP

Technologies

Microsoft Office
Microsoft Windows OS (XP, 2003, Vista, 7, 2008)
Active Directory
IIS
IE
DHCP
DNS
Microsoft Exchange
PBX
Remote control technologies
Thin client devices
Printing and faxing
Helpdesk tracking software
Help desk software solution

Working Conditions

Work is typically performed in an office environment

Location: Baltimore, MD (onsite)

Pay: USD 22 - 28 per hour

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