Lead Help Desk Analyst

Temple University Health System, Inc.; Philadelphia (Philadelphia County); On-site; USD 60,000 - 90,000; Full time

Job summary

Temple Health is seeking a Lead Help Desk Analyst to guide the team and deliver frontline IT support at Temple Health Old Dental School, 3223 N Broad St, Philadelphia. The role focuses on diagnosing Tier 1 issues, escalating when needed, and maintaining incident records.

Requirements include a Bachelor's degree or equivalent experience, 2 years in lead roles, and 5+ years in Help Desk operations with Windows OS and MS Office proficiency. On-site work Monday to Friday.

Qualifications

• Bachelor's Degree in Computer Science or related field required.
• Combination of relevant education and experience may be considered in lieu of degree.
• 2 years Lead experience required.
• 5 years experience in Help Desk operations with PC support and customer service required.
• 5 years experience with Windows OS and MS Office required.

Responsibilities

• Lead team members and provide guidance to staff.
• Provide technical support and troubleshooting to end-users.
• Identify, diagnose, categorize and troubleshoot Tier 1 problems and advise on action.
• Document, resolve, and follow up on incidents using Help Desk tools.
• Coordinate scheduling to ensure Help Desk is operational during hours.

Skills

Lead experience

Help desk operations

Windows OS

MS Office

Education

Bachelor's degree in CS or related

Experience-based alternative considered

Job description

Lead Help Desk Analyst (263756)

Leads team members, providing guidance and collaborating with the business and staff. Provides technical support and troubleshooting assistance to end-users. Identify, diagnose, categorize and troubleshoot Tier 1 problems and advises on appropriate action. If necessary, redirects problems or request to appropriate personnel for resolution. Informs management of recurring problems. Documents, resolves, and follows up on end user incidents and request utilizing Help Desk tracking tools and collaborating with other team members and departments. Follows established Help Desk policies and procedures and utilizes an automated system to support the Help Desk activities, including documentation on incident resolution, customer support responsiveness, and the logging of service request. Coordinates activities with help desk staff and assists with scheduling to ensure the help desk is operational during scheduled hours.

This position is on-site Monday-Friday at Temple Heath Old Dental School- 3223 N Broad St, Philadelphia, PA 19140.

Education

• Bachelor's Degree in Computer Science or related field Required or
• Combination of relevant education and experience may be considered in lieu of degree Required

Experience

• 2 years Lead experience Required
• 5 years experience and knowledge of Help Desk operations with a PC orientation, PC support activities, and customer support role with extensive application knowledge Required
• 5 years experience with Windows operating systems, common PC applications including but not limited to MS Office Suite Required

Your Tomorrow is Here!

Temple Health is a dynamic network of outstanding hospitals, specialty centers, and physician practices that is advancing the fight against disease, pushing the boundaries of medical science, and educating future healthcare professionals. Temple Health consists of Temple University Hospital (TUH), Fox Chase Cancer Center, TUH-Jeanes Campus, TUH-Episcopal Campus, TUH-Northeastern Campus, Temple Physicians, Inc., and Temple Transport Team. Temple Health is proudly affiliated with the Lewis Katz School of Medicine at Temple University.

To support this mission, Temple Health is continuously recruiting top talent to join its diverse, 10,000 strong workforce that fosters a healthy, safe and productive environment for its patients, visitors, students and colleagues alike. At Temple Health, your tomorrow is here!

Equal Opportunity Employer/Veterans/Disabled

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Your Tomorrow is Here!

Temple Health is committed to setting new standards for preventing, diagnosing and treating major diseases in our community and across the nation. Achieving that goal means investing in our employees' success through staff and leadership development. Our recruitment strategy is to attract and retain a diverse, high performing workforce that fosters a healthy, safe and productive environment for our patients and colleagues alike.

Temple Health refers to the health, education and research activities carried out by the affiliates of Temple University Health System (TUHS) and by the Lewis Katz School of Medicine at Temple University. TUHS neither provides nor controls the provision of health care. All health care is provided by its member organizations or independent health care providers affiliated with TUHS member organizations. Each TUHS member organization is owned and operated pursuant to its governing documents.