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GBMC HealthCare · 1 day ago

Client Systems Analyst

Baltimore, MD

Full-time

Onsite

Entry, Mid Level

$57K/yr - $91K/yr

2+ years exp

GBMC HealthCare is seeking a Client Systems Analyst responsible for providing desktop and other client hardware, software, and system support for enterprise users of IT systems. The role involves resolving complex client support requests, managing escalated support tickets, and ensuring compliance with service level agreements while applying advanced technical knowledge and customer service skills.

Health Care

Responsibilities

Administers client support systems and hardware; Maintains existing systems and designs and implements new systems

Provides education, training and mentoring for Service Desk staff

Responsible for developing solutions for complex client support needs

Customer service focus, responsible for ensuring ticket SLAs compliance and escalation needs

Resolves escalated Service Desk and Client System support tickets and provides Service Desk escalation support that is not resolvable at the tier I, II or III levels

Provides IT project implementation support for client systems as required

Evaluates customer needs and makes technical recommendations that comply with current enterprise IT standards and technical guidelines

Develops and maintains support documentation for client systems

Administers and develops enterprise client system standards and support implements deployed support process

Administers software and hardware inventory management system

Installs, upgrades and maintains hardware and software for client systems: operating system, drivers, patches and other application components for client platforms

Assists in testing and evaluating new or proposed software programs and hardware platforms

Provides On Call support, 24x7 and escalated support as needed; provides Service Desk phone staffing support as needed