Eagle's Trace


Catonsville, Maryland


United States

Postal Code:


Approximate Salary:

Not Specified



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IT Service Desk Analyst

Eagle's Trace - Catonsville, Maryland

Posted: 10/12/2018

Erickson Living IT is a fast-paced, collaborative environment that promotes growth and fulfillment. Our approach to your day provides countless opportunities for development while helping you build lasting relationships. We have a passion for bettering the lives of everyone we serve and fostering a culture of teamwork. Join our mission of helping people live better lives and experience why Erickson Living has been named in Computerworld’s 100 Best Places to Work for 7 years running! Currently we are seeking an I.T. Service Desk Analyst to provide 1st level (and some 2nd level) support for all IT supported systems and technologies. They serve as the first point of contact for all IT incidents and service requests.
How you will impact the IT Team:
  • Answer incoming technical support phone calls and emails in a high-volume environment and enter all pertinent information and updates of the reported issues into a ticket tracking application.
Provide 1st level (and some 2nd level) technical support for the following:
  • All IT hardware including desktops, laptops, networking and telephony equipment
  • Desktop software applications
  • Business / Enterprise software applications
  • Analyzes and documents reported issues and outages - determines severity, impact, and nature of reported issues, and begins incident or service request management process    
What you will need:
  • High school diploma or GED required.
  • Bachelor's degree in Computer Science, Information Systems or related field or Certificate from a Technical School/Institute preferred.
  • A minimum of two years of relevant IT experience or related computer business experience required.
  • Creative employees with exceptional customer service, critical thinking, and problem-solving skills.
  • Driven, growth-minded individuals who thrive in changing environments.
  • Everyday heroes providing true value to better the lives of residents and staff.

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