Help Desk / Service Desk Analyst

Medasource; Philadelphia (Philadelphia County); On-site; USD 45,000 - 60,000; Full time

Job summary

Medasource is seeking an IT Help Desk Specialist to provide frontline service for incidents, requests, and problems in our Philadelphia facility. You will analyze issues, resolve when possible, and escalate with clear documentation to ensure rapid restoration of services.

You will document interactions in ServiceNow, create knowledge base articles, and collaborate with IS teams to support 24/7 operations and onboarding of new staff.

Qualifications

• Two years of technical support experience and two years of customer service experience.
• Fundamental understanding of computer hardware and software principles.
• Excellent written and verbal communication; interact professionally with all staff levels.
• ServiceNow training or experience preferred.

Responsibilities

• Responds quickly and provides exceptional service to all inquiries.
• Analyzes each incident, request, and problem; resolves immediately or elevates as needed.
• Gathers information necessary to resolve incidents, requests, and problems.
• Uses the ServiceNow ITSM tool to document interactions and troubleshooting steps.
• Writes Knowledge Base articles as solutions are identified.
• Develops and maintains strong working relationships with other IS teams.
• Provides support to new team members.
• Assists with Problem Management tasks during active problems.
• Adheres to IT business practices and is available for 24/7 support as needed.

Skills

Technical support

Customer service

ServiceNow

Communication skills

Hardware & software basics

Education

High school diploma

IT certificate or associate degree

Tools

ServiceNow

Job description

Provides front-line service for all IS customer incidents, requests, and problems. Analyzes each incident, request, and problem and either resolves it immediately or collaborates with other IS teams or vendors to elevate appropriately. Provides a high level of customer service and technical expertise.

Responsibilities:

• Responds quickly and provides an exceptional level of service to all incoming customer inquiries.
• Carefully and effectively analyzes each incident, request, and problem. When possible, provides immediate resolution; otherwise, uses preliminary analysis and critical thinking to elevate the issue appropriately.
• Gathers the information necessary to resolve customer incidents, requests, and problems.
• Uses the ServiceNow ITSM tool to document customer interactions and the troubleshooting and resolution steps taken for each issue.
• Writes Knowledge Base articles as solutions are identified.
• Develops and maintains strong working relationships with other IS teams to facilitate collaboration on customer issues.
• Provides support to new team members.
• Assists with Problem Management tasks, including communication and follow-up, during active problems.
• Adheres to IT business practices and is available for 24/7 support as needed.

Position Qualifications Required / Experience Required:

• Two years of technical support experience and two years of customer service experience. ServiceNow experience preferred.
• Fundamental understanding of computer hardware and software principles and support.
• Strong customer service approach and the ability to effectively multitask.
• Excellent written and verbal communication skills, along with the ability to interact professionally with all levels of staff and management.

Required Education:

• High school diploma.
• Technical certificate or associate degree in IT may be accepted in lieu of technical experience.

Training / Certification / Licensure:

• ServiceNow training or experience preferred.