IT Help Desk Analyst II – Hybrid Support

Penn Medicine, University of Pennsylvania Health System; Philadelphia (Philadelphia County); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Penn Medicine is seeking an experienced IS Help Desk specialist to serve as the first point of contact for information services issues. You will diagnose, troubleshoot, and resolve incidents via phone, email, and intranet, guiding users and escalating as needed.

Based at 3930 Chestnut Street, Philadelphia, PA, hours are M-F, 8-hour days, with hybrid work. You will collaborate with IT teams and maintain documentation to ensure prompt, professional support and knowledge sharing.

Qualifications

• HS Diploma/GED required.
• 1+ years of IS Help Desk experience; healthcare environment preferred.

Responsibilities

• Provides front-line diagnosis and support for IS problems.
• Documents issues in the Help Desk tracking system.
• Communicates clearly with end users and ensures satisfaction.
• Escalates to Tier 2 resolvers as needed.
• Works with teams to improve Help Desk processes.
• Meets service levels for response and resolution times.

Skills

Customer service

Communication

Troubleshooting

Documentation

Remedy

Education

H.S. Diploma/GED

Tools

Remedy

Job description

Penn Medicine is seeking an experienced IS Help Desk specialist to serve as the first point of contact for information services issues. You will diagnose, troubleshoot, and resolve incidents via phone, email, and intranet, guiding users and escalating as needed.

Based at 3930 Chestnut Street, Philadelphia, PA, hours are M-F, 8-hour days, with hybrid work. You will collaborate with IT teams and maintain documentation to ensure prompt, professional support and knowledge sharing.