Onsite IT Help Desk Analyst I

WillHire, Inc; Philadelphia (Philadelphia County); On-site; USD 52,000 - 70,000; Full time

Job summary

WillHire, Inc is seeking a Support Analyst I for 100% onsite at CHOP environments. You will provide Tier 1 support for hardware, applications, and OS, log calls accurately, resolve issues, and escalate to Tier 2 as needed.

You will maintain knowledge of CHOP IS applications, devices, and multiple OS platforms. The role emphasizes customer service, adherence to Service Desk standards, and collaboration with offsite resources.

Qualifications

• Minimum 2–3 years of experience in EUD support, Service Desk support, or equivalent.
• Strong customer service skills with excellent communication, documentation, organizational, and problem‑solving abilities.
• Ability to analyze and resolve issues effectively, both on-site and remotely.
• Working knowledge of equipment and software, including printers, terminals, PCs, networking, and telecommunication hardware.
• Familiarity with Microsoft software, including security, deployment, imaging, auditing, licensing, and compliance.
• Organized and able to follow established processes while recommending improvements.
• Proficiency in troubleshooting and implementing predefined solutions.
• Working knowledge of the TCP/IP protocol suite.
• High school diploma or GED.
• A+ Certification.

Responsibilities

• Provide Tier 1 service level support for hardware, application software, and operating system issues.
• Accurately record call log information and resolve Tier 1 issues.
• Elevate Tier 2 issues to appropriate resources.
• Maintain knowledge of CHOP IS applications, hardware, mobile devices, and multiple operating system platforms.
• Diagnose and resolve problems related to hardware, software, and peripheral equipment.
• Manage Level 1 queues and support compliance activities related to regulatory requirements.
• Focus on customer satisfaction and adherence to Service Desk standards.

Skills

Customer service

Excellent communication

Problem solving

Onsite support

Remote assistance (when needed)

Education

High school diploma or GED

A+ Certification

Tools

Printer hardware

PCs & peripherals

Networking basics (TCP/IP)

Microsoft Windows basics

Job description

WillHire, Inc is seeking a Support Analyst I for 100% onsite at CHOP environments. You will provide Tier 1 support for hardware, applications, and OS, log calls accurately, resolve issues, and escalate to Tier 2 as needed.

You will maintain knowledge of CHOP IS applications, devices, and multiple OS platforms. The role emphasizes customer service, adherence to Service Desk standards, and collaboration with offsite resources.