Hello,

Thank you for your interest in career opportunities with the University of Mississippi Medical Center.  Please review the following instructions prior to submitting your job application:

• Provide all of your employment history, education, and licenses/certifications/registrations.  You will be unable to modify your application after you have submitted it.
• You must meet all of the job requirements at the time of submitting the application. 
• You can only apply one time to a job requisition. 
• Once you start the application process you cannot save your work. Please ensure you have all required attachment(s) available to complete your application before you begin the process.
• Applications must be submitted prior to the close of the recruitment. Once recruitment has closed, applications will no longer be accepted.

After you apply, we will review your qualifications and contact you if your application is among the most highly qualified. Due to the large volume of applications, we are unable to individually respond to all applicants. You may check the status of your application via your Candidate Profile.

Thank you,

Human Resources

Important Applications Instructions:

Please complete this application in entirety by providing all of your work experience, education and certifications/

license.  You will be unable to edit/add/change your application once it is submitted.

Job Requisition ID:

R00045624

Job Category:

Professional and Technical

Organization:

SER-DIS-Help Desk & Asset Management

Location/s:

Jackson Medical Mall

Job Title:

IT Help Desk Technician - Senior

Job Summary:

Provides first tier technical assistance and problem resolution to UMMC IT device users. Receives, processes, and documents technical inquiries from internal sources. Participates in a robust team environment. Expected to mentor and provide strong leadership example to lower grade level team members.

Education & Experience

Education and Experience Required:

Degree (Associate's or Bachelor's) and two (2) years of IT support, Help Desk, or technical role experience.

Certifications, Licenses or Registration Required: 

N/A

Preferred Qualifications:

Customer service experience or one (1) year of lead or leadership experience preferred.

Knowledge, Skills & Abilities

Knowledge, Skills, and Abilities:

Proficiency in the Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, Experience using help desk ticketing applications to manage, track, and resolve technical support issues, Strong interpersonal skills with a professional and positive demeanor, ability to effectively interact with a diverse range of individuals and teams, Excellent verbal and written communication skills, Proven ability to analyze and synthesize complex information, identify potential solutions, and evaluate their effectiveness.

Capable of working independently while contributing to a collaborative, 24x7x365 team environment, and demonstrated adaptability and the ability to quickly learn and apply new concepts, tools, and procedures in dynamic or changing environments.

Responsibilities:

• Participates in rotating call phone system, team email account, and end user self-service ticket creation or other methods of UMMC customer communication of technical issues and requests.
• Thoroughly documents or modifies customer documentation in ticketing software to successfully convey the problem or request.  Uses provided required information guidelines.  Appropriately determines and documents the urgency of the customer's inquiry.
• Utilizes remote support software to further define the details of problems, providing screen shots or other pertinent information for further troubleshooting by upper level support teams.
• Provides resolution or routes problem or request to appropriate technical support team.
• Leads special projects as directed by the department manager.
• Provides feedback to subordinate members of the team regarding ticket documentation to ensure accuracy and appropriate updates.
• Recognizes and reports problem trends to leadership based on incoming customer communications.
• Mentors subordinate level team members when questions arise regarding procedure or issue resolution.
• Creates and oversees work schedules to ensure proper coverage and distribution of resources.  Recommends staffing changes to accomplish organizational goals.
• Creates, maintains, and implements training plans for subordinate team members.
• The duties listed are general in nature and are examples of the duties and responsibilities performed and are not meant to be construed as exclusive or all-inclusive. Management retains the right to add or change duties at any time.

Physical and Environmental Demands:

Requires occasional working hours significantly beyond regularly scheduled hours, occasional travelling to offsite locations, occasional activities subject to significant volume changes of a seasonal/clinical nature, occasional bending, occasional reaching, frequent sitting, frequent standing, occasional twisting, and frequent walking. (occasional-up to 20%, frequent-from 21% to 50%, constant-51% or more)

Time Type:

Full time

FLSA Designation/Job Exempt:

No

Pay Class:

Hourly

FTE %:

100

Work Shift:

Rotating

Benefits Eligibility:

Grant Funded:

No

Job Posting Date:

09/10/2025

Job Closing Date (open until filled if no date specified):