IS Helpdesk Analyst I - Tier 1 Support & Incident Resolution

Children's Hospital of Philadelphia; Philadelphia (Philadelphia County); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Stipends

Medical

Dental

Vision

401K

Job summary

Children's Hospital of Philadelphia seeks an experienced IS Help Desk professional to manage Tier 1 customer service issues, resolve basic problems, and escalate when needed. You will serve as the primary contact for the IS department and liaise with users across multiple platforms, devices, and software.

The role emphasizes incident/problem/change management, strong communication, and precise log-keeping to enhance service quality and reduce repeats.

Qualifications

• At least two (2) years of experience providing EUD support or Service Desk support.
• Ability to perform effectively in a team environment and independently.
• Customer service-oriented team player with excellent communication, documentation, organizational, problem-solving, written, and verbal skills.
• Proficiency in analyzing and resolving problems over the phone or on-site with users.
• Working knowledge of equipment and software, including printers, terminals, PCs, networking, and telecommunication hardware.
• Understanding of Microsoft software issues, including security, deployment, imaging, auditing, licensing, and compliance.
• Organized with the ability to follow established processes and provide recommendations for improvements.
• Knowledge of the TCP/IP protocol suite.
• Basic knowledge of Tier 1 service level support for hardware, application software, and operating system issues.
• Ability to accurately record information in call log tracking systems.
• Strong customer service skills with effective problem handling and escalation procedures.

Responsibilities

• Tracks all customer service items to completion and evaluates customer service issues to determine the level of service needed.
• Resolves Tier 1 issues and escalates Tier 2 issues to appropriate resources.
• Maintains and increases knowledge of CHOP IS applications, hardware, mobile devices, and multiple operating system platforms.
• Provides exceptional customer service and satisfaction with knowledge of incident management, problem management, and change management processes.
• Serves as the first point of contact for the IS Department and acts as a liaison between the client community and the IS Department.
• Diagnoses and resolves problems involving hardware, packaged software, proprietary software, and peripheral equipment over the phone, via remote control tools, or on-site.
• Manages Level 1 queues and coordinates queues for site/service, working with various stakeholder groups.
• Provides recommendations to improve service quality and reduce repeat incidents.

Job description

Children's Hospital of Philadelphia seeks an experienced IS Help Desk professional to manage Tier 1 customer service issues, resolve basic problems, and escalate when needed. You will serve as the primary contact for the IS department and liaise with users across multiple platforms, devices, and software.

The role emphasizes incident/problem/change management, strong communication, and precise log-keeping to enhance service quality and reduce repeats.