Service Desk Tier 2 Technician I
UOFMARYLANDMEDSYS

Job Info

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I. General Summary

Under (general, limited) supervision, performs as a senior technician and performs troubleshooting tasks and resolves desktop, LAN, telecommunication, network, and Access Management issues. Uses advanced remote access tools to resolve customer issues. Acts as a high level Service Desk resource to support day to day customer service needs. Monitors available tools for network, server, and interface issues and responds as appropriate. Prepares and updates progress reports for management

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.

1. Provides a timely response to moderately complex service requests. Provides second 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. Assists with daily ticket review to insure ticket accuracy. Mentors Help Desk Tier 1 Staff.

2. Uses IS&T Service Management application to log all service provided and update requests accurately and in detail. Collects data from customers and colleagues to aid problem determination and resolution of request. Provides on-going follow up to customers until resolution of issue. Compares ticket resolution information with knowledge base documentation, and updates, when applicable.

3. Provides routine assistance to customers to identify and specify the nature of complex requests and/or problems including AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity and database problems over phone or remote support. Provides follow up support to customers. Primary trainer for Helpdesk Tier 1 staff.

4. Participates in providing direct assistance to other IT support teams for complex escalated issues. Participates in special projects as assigned. Participates in testing for system upgrades.

5. Understands complexity and analyses of data. Monitors systems and network using current monitoring tools and provides appropriate support.

6. Reviews real-time trending information, and proactively contacts Tiered support, when necessary.

III. Education and Experience

1. A Bachelor's degree in Computer Science, Maintenance, Telecommunications, Certified Netware Engineer or a related field or equivalent combination of education and experience is required.

2. Three years of experience with desk top equipment, performing installations, configurations, trouble shooting, and evaluations.

3. Experience with troubleshooting and configuration of network, servers, and/or telecommunication technologies is preferred

4. One year of experience in Customer Service environment as either a Help Desk Agent, a Desktop Maintenance Tech. or equivalent.

IV. Knowledge, Skills and Abilities

1. Ability to multi-task, prioritize, manage workload and adapt to changing business conditions.
2. Ability to effectively communicate at all levels of the organization.
3. Provide customer support for all aspects of your functional area at the highest level of customer service possible. We are here to support our customers, make sure they feel that way
4. Demonstrate knowledge of and execute on the incident, change, and problem management process.
5. Demonstrate knowledge and understanding of IT practices/infrastructure/systems and how IT delivers services.
6. Demonstrate knowledge of the UMMS security program and associated practices.
7. Demonstrate an understanding of end user toolsets and core components (Skype, Outlook, SharePoint, etc.)
8. Ability to tolerate stressful situations and remain focused under pressure
9. Ability to manage through conflict and challenging situations with positive outcomes for the customers and UMMS.
10. Ability to evaluate and escalate issues
11. Lead within their discipline to develop best practices, case studies, training class materials, internal whitepapers, etc.
12. Participate in innovation, process improvement and standardization within the IT organization.
13. Manage day-to-day tasks; and meet deadlines
14. Effectively participate in managing interactions across cross-functional teams for collaboration demonstrating sense of urgency.
15. Anticipate risks and constraints and proactively work on solutions to address the risk/constraints, escalating as appropriate.
16. Develop and cultivate strategic relationships that benefit IT and UMMS.
17. Act as a coach and mentor for less experienced team members.
18. Demonstrate fiscal responsibility as it relates to UMMS and client solutions.
19. Based on defined requirements, assist with designing solutions that are scalable, cost effective and preferably fit to existing architectures.
20. Establish end user standards and best practices for process/procedures and technical standards

This job has expired.