Help Desk Associate

Help Desk Associate

The Help Desk Associate provides prompt and efficient front line support for customers of the Information Systems (IS) department at the Institute. The incumbent is responsible for answering, logging, and tracking calls placed to the Institutes phone support line; resolving problems or questions related to IS applications supported by the IS department; and providing maintenance of user accounts on the PC network and other applicable systems.

Responsibilities:

• Maintain and support the Institutes IS help desk. Answer calls and address user concerns in a helpful and courteous manner.
• Provide end user support and serve as primary contact for software-related issues.
• Maintain proficiency in the use of all Windows/Mac applications supported by the Institute at a level that will allow most problems to be resolved in a timely manner with the user over the phone.
• Use the Institutes problem tracking and resolution software to assign technicians to problems, track their resolution, and bring any problems not being resolved in a timely manner to managements attention.
• Maintain all documentation, statistics, reports, and/or other management information in a concise and appropriate manner, abiding by all departmental technical and operational standards.
• Maintain an adequate library of support materials and documentation to assist IS users at the Institute.
• Educate end users by providing the appropriate level of training for applications that are supported by the IS department.

Qualifications:

• CompTIA A+ certification highly preferred.
• High School diploma or equivalent required.
• Associates degree or higher in Computer Sciences or related field preferred.
• Minimum one (1) year formal information technology, desktop support, customer support, customer service, or technology management experience required.
• Experience in a health care setting highly desirable.

Minimum pay range USD $39,747.76/Yr. Maximum pay range USD $65,065.73/Yr. Vacancy ID*12264* Job Location : Street*3825 Greenspring Avenue* # of Hours*40.00* Job LocationsUS-MD-Baltimore* Pos. Type*Regular Full Time* Department : Name*Information Systems* Equal Opportunity Provider and Employer M/F/Disability/ProtectedVet Marylands Pay Transparency Act In compliance with the Maryland Pay Transparency Act, Kennedy Krieger includes the wage range for all posted jobs. The wage range references the pay grade minimum and maximum full-time annualized salary, or hourly pay rate, for the position. The actual pay may depend on relevant experience, education, hours worked and/or internal equity. Not all candidates will be eligible for the upper end of the salary range. Specific wage information will be discussed during the interview process. Benefits Kennedy Krieger offers a comprehensive benefits package that includes medical, dental, vision, 401(k) with match, tuition reimbursement, student debt relief, childcare subsidies, dependent college tuition grants and free parking. In addition, we offer generous time off and rich professional development opportunities. All benefits are subject to eligibility requirements.