Hybrid IT Service Desk Analyst II

Penn Medicine; Philadelphia (Philadelphia County); On-site; USD 42,000 - 64,000; Full time

Job summary

Penn Medicine is seeking an experienced IS Help Desk Analyst to provide front-line diagnosis and support for information services issues. You will document all interactions, follow scripts, and escalate where needed to ensure timely resolutions.

Working in a hybrid environment, you will collaborate with IT teams, maintain data quality, and contribute to patient and employee safety while delivering excellent customer service as part of Penn Medicine’s IS Service Desk.

Qualifications

• HS Diploma or GED required; 1+ year IS Help Desk experience.
• Healthcare environment experience preferred.
• Strong customer service, communication, and problem-solving skills.

Responsibilities

• Provides front-line diagnosis and support for IS issues and service requests.
• Documents issues and resolutions in the Help Desk system (Remedy).
• Escalates issues to Tier 2 per knowledge management scripts and procedures.
• Maintains professionalism and effective communication with end users.

Skills

Customer service

Communication

Problem solving

Team collaboration

Education

HS Diploma/GED

Tools

Remedy

Intranet

Job description

Penn Medicine is seeking an experienced IS Help Desk Analyst to provide front-line diagnosis and support for information services issues. You will document all interactions, follow scripts, and escalate where needed to ensure timely resolutions.

Working in a hybrid environment, you will collaborate with IT teams, maintain data quality, and contribute to patient and employee safety while delivering excellent customer service as part of Penn Medicine’s IS Service Desk.