IT Support Analyst

Job Summary: Demonstrates basic knowledge of Tier 1 service level support as relates to addressing Hardware (PC or end-user devices & peripheral equipment), application software, and operating system issues. Must have working knowledge of many various pieces of equipment and software including printers, terminals, PCs, networking and telecommunication hardware, etc.

Title: IT Support Analyst
Location: Philadelphia, PA (Onsite)
Duration: 4 Months Contract (Potential to Extend)
Must Haves:

1. Project deployment experience (REQUIRED)
2. Deploying of PC's, printer (IT Equipment) 
3. Car ( REQUIRED – contractor will need to travel to offsite locations; position is 100% onsite)
4. Hospital experience
5. A+ certification 
6. 3-5 Years' experience
7. Printer support
8. Additional asked but not needed: Military background plus, and played organized sports

Description:

• We are looking for immediate availability, with the contract running through December 31, with the potential for an extension based on the upcoming project pipeline and future Facilities initiatives.

Responsibilities: 

• Provides laser-like focus on customer service and satisfaction with some knowledge and experience of incident management, problem management and change management processes, practices, and procedures. 
• Serves as the first point of contact for the DTS Department and acts as a liaison between the client community and the rest of the DTS Department. 
• Adheres to Service Desk standards, processes and systems required to deliver consistent high-quality customer service. 
• Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site. 
• Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions. 
• Manages Level 1 queues and recommends new queues to ensure proper categorization and assignment of issues. 
• Coordinates queues for site/service, working with various stakeholder groups. 
• Provides recommendations on how to improve the quality of service as well as reducing repeat incidents.

Job Summary:

• Demonstrates basic knowledge of Tier 1 service level support as relates to addressing Hardware (PC or end-user devices & peripheral equipment), application software, and operating system issues.
• Demonstrates sufficient knowledge of call log tracking to record all needed information accurately.
• Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure.
• Tracks all customer service items to completion.
• Evaluates customer service issues to determine level of service needed.
• Resolves all Tier 1 issues.
• Escalates Tier 2 issues to appropriate resource.
• Maintains and increases knowledge of clients' IS applications, hardware, mobile devices, and multiple operating system platforms.
• Works under direct supervision to accomplish daily assignments in support of team initiatives.
• Provides laser-like focus on customer service and satisfaction with some knowledge and experience of incident management, problem management, and change management processes, practices and procedures.
• Provides recommendations on how to improve the quality of service as well as reducing repeat incidents.
• Serves as the first point of contact for the IS Department and acts as a liaison between the client community and the rest of the IS Department.
• Adheres to Service Desk standards, processes and systems required to deliver consistent high-quality customer service.
• Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site.
• Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions.
• Manages Level 1 queues and recommends new queues to ensure proper categorization and assignment of issues.
• Coordinates queues for site/service, working with various stakeholder groups.
• Understands and complies with all enterprise and IS departmental information security policies, procedures, and standards.
• Support the integration of information security in the development, design, and implementation of Hospital Technology Resources that process, transmit, or store clients' information.
• Support all compliance activities related to state, federal regulatory requirements, healthcare accreditation standards, and all other applicable regulations that govern the use and disclosure of patient, financial, or other confidential information.

Required Skills & Experience:

• Minimum two (2) to three (3)years of experience providing EUD support, Service Desk support, or equivalent experience/knowledge.
• Able to perform effectively in a team environment as well as with little direct supervision.
• Customer service-oriented team player with first-rate communication, documentation, organizational, problem-solving, written and verbal skills.
• Ability to understand, analyze, and resolve problems while on the phone or on-site with the user.
• Ability to analyze and solve problems by investigating and implementing predefined potential solutions using troubleshooting skills.
• Must have working knowledge of many various pieces of equipment and software including printers, terminals, PCs, networking and telecommunication hardware, etc.
• Knowledge and understanding of issues inherent to Microsoft software including, but not limited to, security, deployment, imaging, auditing, licensing and compliance; deployment and upgrading; features and functionality.
• Organized with the ability to follow established processes and provide recommendations for improvements.
• Working knowledge of the TCP/IP protocol suite.

Preferred Skills & Experience:

• Medical terminology helpful and previous medical EUD or Service Desk level 2 support background.
• Able to perform effectively in a team environment as well as with little direct supervision
• Customer service-oriented team player with first-rate communication, documentation, organizational, problem-solving, written and verbal skills.
• Ability to understand, analyze, and resolve problems while on the phone or on-site with user.
• Must have working knowledge of many various pieces of equipment and software including printers, terminals, PCs, networking and telecommunication hardware, etc. Knowledge and understanding of issues inherent to Microsoft software including, but not limited to, security, deployment, imaging, auditing, licensing and compliance; deployment and upgrading; features and functionality.
• Organized with the ability to follow established processes and provide recommendations for improvements.
• Ability to analyze and solve problems by investigating and implementing predefined potential solutions using troubleshooting skills
• Working knowledge of the TCP/IP protocol suite.
• Medical terminology helpful, and previous medical EUD or Service Desk level 2 support background preferred

Preferred Education: 

• Some college. OR Technical school diploma or equivalent.

Required Certifications & Licensure:

• A+ Certification.

Preferred Certifications & Licensure: 

• ACSP. 
• MCP. 
• MCSA. 
• ITIL Foundations. 
• CCNA. 
• Lexmark & Lenovo Self Maintainer.

Required Education:

• High school degree.

Preferred Certifications: 

• A+ Certification - CompTIA
• Network+ Certification - CompTIA
• Security+ Certification - CompTIA

Preferred Experience:

• At least one (1) year of experience providing EUD support, Service Desk support, or equivalent experience/knowledge.

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