• Respond to advanced service requests in a timely manner, providing initial analysis, troubleshooting, and resolution or escalation as appropriate.
• Maintain strong working knowledge of assigned applications, hardware, and network systems supporting both clinical and business environments.
• Accurately document all service requests, updates, and resolutions in the Help Desk ticketing system with thorough detail.
• Gather relevant information from users to effectively diagnose issues and provide consistent follow-up through resolution.
• Deliver advanced technical support across multiple systems, including Active Directory, desktops/laptops, mobile devices, printers, software, hardware, network connectivity, and databases via phone or remote access.
• Collaborate with tiered IT support teams, ensuring clear and detailed communication for escalated issues.
• Monitor system interfaces (e.g., CIH Interface) and provide appropriate support as needed.
• Prepare and distribute emergency downtime communications and maintain accurate distribution lists.
• Escalate mission-critical issues in accordance with departmental procedures and notify appropriate stakeholders.
• Assist in collecting and analyzing real-time trends to support continuous improvement initiatives.
• Support training efforts and mentor junior Help Desk staff by 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.

Compensation & Benefits

• Pay Range: $22.57 $31.59 per hour
• Benefits: Please refer to the 20252026 UMMS Benefits Guide for detailed information on available benefits.