IT Service Desk Analyst jobs in Brooklyn, MD

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IT Service Desk Analyst II - Full-time - Overnight
  • GBMC HealthCare
  • Baltimore, MD FULL_TIME
  • Under limited supervision and in accordance with IT service level agreements provides Tier 1 first level resolvable phone, email and remote support for the IT Service Desk. Additionally, provides more complex Tier 2 support for all client technology and associated peripherals by means of analyzation and methodical troubleshooting. Support Tier I analyst in resolving and training on more complex software installs and hardware resolution. Support is provided via telephone, ticketing system, email, remote assistance, cutomer site visit and manager escalation.. Staffs the IT Service Desk Call Center, ticket processing, routing and escalating non client technology related customer inquiries, service requests and incident reports. May assist as a resource on special projects, video visits and may also provide limited desk side support for break/fix hardware issues while executing all duties as assigned.

    Education

    • Associates Degree, Technical Certificate, or Equivalent Technical Experience

    Experience

    • 3 years’ experience in a Technical Support Call Center setting preferred. Hospital experience is preferred.

    Knowledge, Skills And Abilities

    • Experience with Windows 7, Windows 8.1, Windows 10, Microsoft Office Family of Products, Microsoft Active Directory, preferred.
    • Skill in Repairing and Maintaining Desktop, Laptop, Tablet, and Thin/Zero Clients Preferred.
    • Excellent Soft skills and customer facing skills.

    Licensures, Certifications

    • At least one of the following: CompTIA A , CompTIA Network , MCP, MCSA. Must be an active certification.

    Physical Requirements

    • Able to lift on a frequent basis 15 to 20 pounds, and on an occasional basis up to 25 to 55 pounds.

    Working Conditions

    • Professional Office Environment and Dress Code. There will be exposure to dust. Includes on-call responsibility for Desktop support. Must be flexible in supporting 24 hours call center, 7 days a week.

    Conditions of Employment

    • Must Have Own Transportation to Support Remote Sites and On Call Responsibilities.

    Principal Duties And Responsibilities

    • Logs, responds to and resolves Tier 1 first level resolvable incidents and service requests within SLA timelines and GBMC Greater Behaviors.
    • Logs and responds to Tier 2 incidents and service requests within SLA timelines and GBMC Greater Behaviors.
    • Schedules work to meet departmental SLAs and to accommodate customer’s needs and requirements. Though rare, this includes flexing hours as required to include evenings, nights, and/or weekends and holidays.
    • Evaluates customer needs and makes technical recommendations that comply with current GBMC standards and technical guidelines.
    • Creates documentation necessary to install and provide ongoing support for current systems for Tier I triage support..
    • Utilizes and helps manage a software and hardware inventory management system.
    • Installs, upgrades and maintains system and application components on client computing platforms by performing hardware repairs, configuring operating systems and applications and providing support for all hardware components.
    • Provides On Call support, 24x7, on a rotating basis as determined by the Client Support Manager and department procedure.
    • Provides follow up with customer and support resources to ensure completion of customer’s call and customer satisfaction.

    All Roles Must Demonstrate GBMC Values

    Respect

    I will treat everyone with courtesy. I will foster a healing environment.

    • Treats others with fairness, kindness, and respect for personal dignity and privacy
    • Listens and responds appropriately to others’ needs, feelings, and capabilities

    Excellence

    I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others.

    • Meets and/or exceeds customer expectations
    • Actively pursues learning and self-development
    • Pays attention to detail; follows through

    Accountability

    I will be professional in the way I act, look and speak. I will take ownership to solve problems.

    • Sets a positive, professional example for others
    • Takes ownership of problems and does what is needed to solve them
    • Appropriately plans and utilizes required resources for various job duties
    • Reports to work regularly and on time

    Teamwork

    I will be engaged and collaborative. I will keep people informed.

    • Works cooperatively and collaboratively with others for the success of the team
    • Addresses and resolves conflict in a positive way
    • Seeks out the ideas of others to reach the best solutions
    • Acknowledges and celebrates the contribution of others

    Ethical Behavior

    I will always act with honesty and integrity. I will protect the patient.

    • Demonstrates honesty, integrity and good judgment
    • Respects the cultural, psychosocial, and spiritual needs of patients/families/coworkers

    Results

    I will set goals and measure outcomes that support organizational goals. I will give and accept help to achieve goals.

    • Embraces change and improvement in the work environment
    • Continuously seeks to improve the quality of products/services
    • Displays flexibility in dealing with new situations or obstacles
    • Achieves results on time by focusing on priorities and manages time efficiently

    COVID-19 Vaccination

    All applicants must be fully vaccinated against Covid-19 or obtain a GBMC approved medical or religious exemption prior to starting employment at GBMC Healthcare, to include Gilchrist and GBMC Health Partners.

    Equal Employment Opportunity

    GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.
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IT Service Desk Analyst II - Full-time - Days
  • GBMC HealthCare
  • Baltimore, MD FULL_TIME
  • Under limited supervision and in accordance with IT service level agreements provides Tier 1 first level resolvable phone, email and remote support for the IT Service Desk. Additionally, provides more...
  • 4 Days Ago
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IT Service Desk Administrator
  • Intralox
  • Sparrows Point, MD FULL_TIME
  • Laitram LLC Information Technology Services Department has an opening for an IT Service Desk Administrator reporting to the IT Technical Services Manager serving our Intralox Sparrows Point, Maryland ...
  • 4 Days Ago
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IT Service Desk Specialist
  • ValidaTek, Inc.
  • Fort Meade, MD FULL_TIME
  • Company OverviewAt ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent...
  • 8 Days Ago
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Service Desk Analyst
  • BigBear.ai
  • Columbia, MD FULL_TIME
  • OverviewBigBear.ai is seeking a Service Desk Analyst primary responsibility is to resolve technical issues and provide prompt solutions to ensure smooth operations and customer satisfaction. What you ...
  • 4 Days Ago
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Service Desk Analyst
  • Varada Consulting
  • Annapolis, MD FULL_TIME
  • Job DetailsService Desk AnalystJob Location: Annapolis Junction, MDClearance: Active Secret Clearance: Must be able to obtain a TSA suitability Rotating shifts Schedule:ShiftsThere are 4 shifts; each ...
  • 28 Days Ago
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0 IT Service Desk Analyst jobs found in Brooklyn, MD area

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100% Remote IT Service Desk Analyst
  • The Select Group
  • Washington, DC
  • The Select Group is seeking a fully remote IT Service Desk Analyst for a 4 month, full remote contract opportunity. This...
  • 6/5/2024 12:00:00 AM
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Help Desk Specialist
  • Government Tactical Solutions, LLC
  • Washington, DC
  • Lead Helpdesk Specialist Location: Onsite Washington, DC Responsibilities: This vital position is responsible for provid...
  • 6/5/2024 12:00:00 AM
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Help Desk Specialist - Active DoD Security Clearance
  • Piper Companies
  • Washington, DC
  • Zachary Piper Solutions is seeking a Help Desk Specialist to provide Tier II IT support on a 5-year DoD program in Arlin...
  • 6/5/2024 12:00:00 AM
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IT Help Desk Specialist
  • Northrop Realty
  • Clarksville, MD
  • Company Description Northrop Realty represents buyers and sellers of residential real estate in the Baltimore and Washin...
  • 6/5/2024 12:00:00 AM
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Help Desk Specialist
  • Hepburn and Sons, LLC
  • Washington, DC
  • Overview: As a Help Desk Specialist working for Hepburn and Sons LLC, you will assist the Navy Modernization, Planning a...
  • 6/5/2024 12:00:00 AM
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Service Desk Analyst
  • Apex Systems
  • Arlington, VA
  • For Immediate Response, please follow instructions below AND send to jbowser@apexsystems.com. Positions: Service Desk An...
  • 6/3/2024 12:00:00 AM
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IT Service Desk Supervisor
  • Arnold & Porter
  • Washington, DC
  • The Information Technology Department of Arnold & Porter has an opening for an Information Technology (IT) Service Desk ...
  • 6/3/2024 12:00:00 AM
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Help Desk Specialist
  • InteliX Systems
  • Washington, DC
  • Title: Helpdesk Support Specialist Duration: 12 months contract Location: Washington, DC 20004 Client: U.S Customs and B...
  • 6/2/2024 12:00:00 AM
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About Brooklyn, Maryland

Brooklyn is one of the southernmost neighborhoods in Baltimore, Maryland. It is located near Anne Arundel County along Governor Ritchie Highway which is also Maryland Route 2. Its main roads are South Hanover Street, (formerly First Street - before 1919), Potee Street, and East Patapsco Avenue, Sixth Street, Tenth Street, and West Bay Avenue which borders the neighboring Curtis Bay community to the east, running through Bay Brook Park, which separates the two. South Hanover Street also serves as the dividing line between east-west streets in Brooklyn, as Charles Street (which acts as the east-...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for IT Service Desk Analyst jobs
$42,464 to $63,351
Brooklyn, Maryland area prices
were up 1.5% from a year ago
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What does an IT Service Desk Analyst do?

IT Service Desk Analyst in Austin, TX
Maintains current knowledge of all CLIENT business applications (internal and external facing), products and processes to provide superior customer support and training.
January 13, 2023
Takes pride in his/her work and demonstrates outstanding professionalism in providing service to all CLIENT customers including but not limited to employees, policyholders, and agents / producers.
March 31, 2023
IT Service Desk Analyst in Brookfield, CT
Collect and document information pertaining to inventory and asset tracking.
September 24, 2022
IT Service Desk Analyst in Charlotte, NC
Monitors the help desk queue and ensures tickets are resolved before the exceeded target completion date/time, or to the customer's satisfaction.
November 23, 2022