Key Responsibilities

• Respond to advanced service requests in a timely manner, providing initial analysis, troubleshooting, and resolution or escalation as needed.
• Demonstrate strong working knowledge of assigned applications, hardware, and network systems supporting clinical and business environments.
• Accurately document all service requests and updates in the Help Desk call tracking system, ensuring detailed and thorough records.
• Gather relevant information from users to support effective problem identification and resolution; provide consistent follow-up until issues are resolved.
• Deliver advanced customer support by identifying issues and troubleshooting across systems, including Active Directory, PCs/laptops/mobile devices, printers, software, hardware, network connectivity, and databases via phone or remote support.
• Collaborate with IT tiered support teams, providing detailed information for escalated issues to ensure efficient resolution.
• Monitor system interfaces (e.g., CIH Interface) and provide appropriate support as needed.
• Prepare and distribute emergency downtime communications and maintain distribution lists.
• Escalate mission-critical issues in accordance with departmental policies and notify appropriate support teams.
• Assist in collecting and analyzing real-time trends to support continuous improvement.
• Support training efforts and mentor junior Help Desk staff, sharing knowledge and best practices.

Education and Experience

1. High School Diploma or equivalent (GED) is required.
2. One year Information Technology experience, including work experience in customer service is required.

Knowledge, Skills and Abilities

1. Knowledge and understanding of how technology can be applied to provide advanced system support.
2. Advanced knowledge of PC hardware and peripherals associated with applications.
3. Effective communication skills, ability to read and follow instructions accurately, timely and effectively.
4. Excellent customer service skills and the ability to work with all levels within the organization and working within a team.
5. Ability to perform daily work activities of the position assuring prompt and effective response to customer needs.
6. Proficient in analysis and problem solving, ability to assess customer needs and determining appropriate solutions.
7. Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies.

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

Compensation:

Pay Range: $22.57 - $31.59

Other Compensation (if applicable):

Review the 2025-2026 UMMS Benefits Guide