Baltimore, Maryland, US

Company: Mercy

Category: Computer and Mathematical Occupations

Published on 2021-11-22T22:10:15.000000Z


The IT Level II Support technician is responsible for the diagnosis of computer-related problems and requests assigned to the group bucket in the helpdesk system. The IT Level II Support technician conducts problem analysis and research, troubleshoots and resolves complex problems either using remote control software or in person. Ensures timely closeout of trouble tickets. Maintains a broad knowledge of state-of-the-art computer technology, equipment, and systems and participates in professional development activities as appropriate. The IT Level II Support technician must be available for a rotating on-call schedule. 



  • Must possess a high school diploma or GED. Associate degree preferred.
  • 2 - 4 years working knowledge of PC software and hardware; technical support experience preferred.
  • Hospital IT experience preferred.
  • Computer proficiency and technical aptitude with the ability to utilize one or more of the following: Microsoft Word, Power Point, Excel, Microsoft Outlook, Meditech (if applicable to position), Epic (if applicable to position) and Performance Manager/NetLearning.
  • Must be able to read, write, and speak the English language in an understandable manner.
  • Must be able to work independently and possess the ability to make independent decisions when circumstances warrant such action.
  • Must possess the ability to effectively communicate and deal tactfully with other personnel, visitors, patients, physicians, customers, and the general public.
  • Must be flexible, have personal integrity, and the ability to function effectively as a team with other employees.
  • Must be able to follow written and oral instructions.
  • Other Requirements: Knowledge of a wide range of computer system software, applications, hardware, and networking protocols.
  • Ability to diagnose and isolate a wide range of computer hardware and software problems.
  • Requires excellent analytical capability to determine best course of action for resolution.
  • Specific working knowledge of Microsoft, Novell, Meditech, Altiris Helpdesk, and Misys hospital management systems.
  • Ability to analyze user requirements and provide innovative technical solutions.
  • Superior customer service skills.
  • Strong interpersonal and communication skills and the ability to work effectively in team.Strong written communication skills.
  • Ability to prioritize workload and work independently.
  • Ability to train/mentor new team members.
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