IT Helpdesk Specialist-Intern

The University of Maryland Medical System (UMMS) is an academic private health system, focused on delivering compassionate, high quality care and putting discovery and innovation into practice at the bedside. Partnering with the University of Maryland School of Medicine, University of Maryland School of Nursing and University of Maryland, Baltimore who educate the state's future health care professionals, UMMS is an integrated network of care, delivering 25 percent of all hospital care in urban, suburban and rural communities across the state of Maryland. UMMS puts academic medicine within reach through primary and specialty care delivered at 11 hospitals, including the flagship University of Maryland Medical Center, the System's anchor institution in downtown Baltimore, as well as through a network of University of Maryland Urgent Care centers and more than 150 other locations in 13 counties. For more information, visit www.umms.org.

1. The primary objective for the Intern position is to gain an understanding and contribution to the support of IT end-users in a hospital environment. Participates in a full-range IT support department with high volumes and exposure to operational components including infrastructure, applications, processes and the overall impact IT Service Management has on patient care and the business of healthcare in a shared-services environment.
2. Under direct supervision, provides IT customer service support, interacting with staff in a professional manner while providing excellent customer service as the highest priority responding to and resolving or escalating requests. May provide adjunct support to special projects, access control, compliance, configuration control, data analysis, reporting and other related IT Service Management tasks in a full-service ITIL department.

• Provides a timely response to standard service requests. Provides first 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.
• Uses Helpdesk Call Tracking application to log all service and update requests accurately and well detailed. Collects data from customers to aid problem determination/resolution of request. Provides on-going follow up to customers until resolution of issue.
• Assists customers to identify and specify the nature of the request or problem. Troubleshoots standard issues and assists customers with various systems issues including AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity and database problems over phone or remote support. Provides follow up support to customers.
• Assists IT Tiered support teams by obtaining and providing appropriate information for escalated issues.
• Assists with the preparation and distribution of Emergency Downtime Communications. Maintains distribution lists.

Education and Experience

• Participation in an intern experience from a college or university.
• Interest or aptitude for IT Support and exploration of IT Operations in a major hospital setting.

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

Compensation

• Pay Range: Flat Rate: $17
• Other Compensation (if applicable):

Review the 2024-2025 UMMS Benefits Guide