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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Analyst I - **Company:** Greater Baltimore Medical Center - **Location:** Baltimore, MD, United States - **Experience:** Starter - **Salary:** $54,214.0 - $84,032.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Component-Based Software Engineering, Computing Platforms, Microsoft Office, Microsoft Software, Windows Remote Assistance, Hardware Infrastructure - **Published:** August 16, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/17959406?backUrl=%2Fcareer%2F17959406%2FIt-Service-Desk-Analyst-I-Maryland-Baltimore ## About the Role High School, Technical Certificate preferred Experience 1 years' experience in a Technical Support Call Center setting. Hospital experience preferred. Knowledge, Skills and Abilities * Experience with Windows 10, Microsoft Office Family of Products, Microsoft Active Directory, preferred. * Skill in Imaging, Repairing and Maintaining Desktop, Laptop, Tablet, and Thin/Zero Clients Preferred. * Excellent Soft skills are a requirement. Licensures, Certifications * CompTIA A+, ITIL, HDI or MTA (Microsoft Technology Associate), or MCP Preferred. Physical Requirements * Able to lift on a frequent basis 15 to 20 pounds, and on an occasional basis up to 25 to 55 pounds. ## Description United States, Maryland, Baltimore 6701 North Charles Street (Show on map) Aug 14, 2026 Under direct supervision and in accordance with IT service level agreements, primarily provides Tier 1 first level resolvable phone, email and remote support for the IT Service Desk. Support is provided primarily via telephone, email and remote assistance. The analyst may be required to visit customers on premise and at remote sites, under the direction of the Team Lead, Service Desk Manager, or a designee. Responsibility includes IT Service Desk inbound calls, ticket processing, routing and escalating non-first level resolvable customer inquiries, service requests and incident reports. May assist as a resource on special projects, video visits and may also provide limited desk side support for break/fix hardware issues while executing all duties as assigned., * Must Have Own Transportation to Support Remote Sites and On Call Responsibilities. Must be flexible in supporting 24 hours call center, 7 days a week., * Logs, responds to and resolves Tier 1 first level resolvable incidents and service requests within SLA timelines and GBMC Greater Behaviors. * Logs and responds to Tier I incidents and service requests within SLA timelines and GBMC Greater Behaviors. * Schedules work to meet departmental SLAs and to accommodate customer's needs and requirements. Though rare, this includes flexing hours as required to include evenings, nights, and/or weekends and holidays. * Creates documentation necessary to install and provide ongoing support for current systems. * Utilizes and helps manage a software and hardware inventory management system. * Installs, upgrades and maintains system and application components on client computing platforms by performing hardware repairs, configuring operating systems and applications and providing support for all hardware components. * Provides On Call support, 24x7, on a rotating basis as determined by the Service Desk Manager and department procedure. * Provides follow up with customer and support resources to ensure completion of customer's call and customer satisfaction. All roles must demonstrate GBMC Values: Respect I will treat everyone with courtesy. I will foster a healing environment. * Treats others with fairness, kindness, and respect for personal dignity and privacy * Listens and responds appropriately to others' needs, feelings, and capabilities Excellence I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others. * Meets and/or exceeds customer expectations * Actively pursues learning and self-development * Pays attention to detail; follows through Accountability I will be professional in the way I act, look and speak. I will take ownership to solve problems. * Sets a positive, professional example for others * Takes ownership of problems and does what is needed to solve them * Appropriately plans and utilizes required resources for various job duties * Reports to work regularly and on time Teamwork I will be engaged and collaborative. I will keep people informed. * Works cooperatively and collaboratively with others for the success of the team * Addresses and resolves conflict in a positive way * Seeks out the ideas of others to reach the best solutions * Acknowledges and celebrates the contribution of others Ethical Behavior I will always act with honesty and integrity. I will protect the patient. * Demonstrates honesty, integrity and good judgment * Respects the cultural, psychosocial, and spiritual needs of patients/families/coworkers Results I will set goals and measure outcomes that support organizational goals. I will give and accept help to achieve goals. * Embraces change and improvement in the work environment * Continuously seeks to improve the quality of products/services * Displays flexibility in dealing with new situations or obstacles * Achieves results on time by focusing on priorities and manages time efficiently ## Related Videos - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [From Bedside Beeps to Interoperable Bytes – Getting your medical devices ready to talk the IEEE 11073 language](https://www.wearedevelopers.com/videos/771-from-bedside-beeps-to-interoperable-bytes-getting-your-medical-devices-ready-to-talk-the-ieee-11073-language) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Responsibility Beyond Code - Build with Societal Impact In Mind](https://www.wearedevelopers.com/videos/100041-responsibility-beyond-code-build-with-societal-impact-in-mind) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [IT Salaries in Germany](https://www.wearedevelopers.com/magazine/287-it-salaries-in-germany) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023)