Specialist I Solution Center

Thomas Jefferson University; United States; On-site; USD 42,000 - 66,000; Full time

Job summary

Jefferson Health is seeking an IT Help Desk Technician to provide technical assistance and support to end-users across the organization. You will troubleshoot hardware and software issues, triage and escalate problems, maintain knowledge base articles, and help ensure smooth operation of Jefferson systems.

You will respond to user inquiries, guide on technology tools, manage support tickets, and collaborate with IS&T teams on solutions while adhering to cybersecurity policies and regulatory

Qualifications

• Troubleshoots software, hardware, security and network issues across channels.
• Documents all activity in the service management system per procedures.
• Contributes to knowledge base with resolutions and troubleshooting steps.
• Collaborates with IS&T to improve workflows and service delivery.

Responsibilities

• Provides support for software, hardware, security, network problems via multiple channels.
• Documents activity in the service management system following standard procedures.
• Escalates and resolves issues based on priority and severity; records resolutions.
• Participates in continual improvement to enhance IS&T and service desk workflows.

Skills

Troubleshooting

Customer service

Cybersecurity awareness

Documentation

Education

High School Diploma/GED

Job description

JOB SUMMARY

Responsible for providing technical assistance and support to end-users across the organization. Troubleshoots hardware and software issues, triages, escalates, or resolves technical problems, leverages and maintains relevant knowledge base documentation, and ensures the smooth operation of Jefferson systems. Involves responding to user inquiries, providing guidance on technology tools, managing support tickets, and collaborating with other IS&T teams to implement solutions. Adheres to all organizational and regulatory cybersecurity and compliance policies when conducting service desk activities, enhances user experience, maintains productivity, and ensures that technology resources are effectively utilized across the organization.

ESSENTIAL FUNCTIONS

Provides support for software, hardware, security, network problems, and questions via multiple customer contact channels, documents all activity in service management system following standard procedures, and adheres to established guidelines for cybersecurity policies and procedures, customer service skills, documentation quality, and response speed. Coordinates with other IS&T team members to appropriately. Escalate and resolve issues as quickly as possible based on priority and severity. Documents resolutions and contribute to knowledge base system to address commonly reported problems, questions, and known troubleshooting and resolution steps. Participates in continual improvement efforts aimed at improving IS&T and service desk systems and workflows to enhance operational efficiency.

ADDITIONAL RESPONSIBILITIES

ORGANIZATIONAL IMPACT: Works to deliver on day‑to‑day objectives with some impact on achievement of results for the job area. Delivers job responsibilities following a defined standard output or set of procedures. Work consists of tasks that are very routine, or well defined, with specific instructions to achieve standardized solutions. INNOVATION & COMPLEXITY: Responsible for checking data and information when minor changes may be required based on review. Problems and issues faced are routine and solutions clearly prescribed. Follows a well‑established and familiar set of activities and/or processes to derive a solution. COMMUNICATION & INFLUENCE: Communicates with contacts typically within immediate job area on matters that involve obtaining or providing information requiring little explanation or interpretation.

QUALIFICATIONS

Education - Required
High School Diploma/GED
Experience - Required
Less than 1 year related work experience
Knowledge, Skills and Abilities - Preferred Possesses strong knowledge of troubleshooting personal computers, mobile devices, and network connectivity issues to ensure smooth and efficient operations. Demonstrates the ability to work effectively in a collaborative team environment while remaining self‑motivated and disciplined in completing tasks. Shows excellent attention to detail with strong analytical skills to interpret data, identify problems, and develop effective solutions. Maintains the ability to manage multiple and changing priorities in a fast‑paced environment while delivering high‑quality results.

WORK SHIFT

Workday Day (United States of America)

WORKER SUB TYPE

Regular Employee

ENTITY

Thomas Jefferson University

PRIMARY LOCATION

Address 130 S 9th Street, Philadelphia, Pennsylvania, United States of America

ABOUT US

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest‑quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st‑century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not‑for‑profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not‑for‑profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.

DEI

Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status.

BENEFITS

• Benefits Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription)
• supplemental insurance
• dental
• vision
• life and AD&D insurance
• short- and long-term disability
• flexible spending accounts
• retirement plans
• tuition assistance
• voluntary benefits, which provide colleagues with access to group rates on insurance and discounts
• Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service.
• All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.

CAREER DEVELOPMENT

Jefferson encourages its employees to expand their knowledge and develop their careers through growth opportunities and continuing education. With a long standing history, Jefferson has been advancing the medical field from the heart of Center City Philadelphia for nearly 200 years. Our Mission, We Improve Lives, expands to every corner of the organization. From our weekly farmer’s market, to our new Jefferson Accelerator Zone for innovation, our employees’ passion for the community is evident by the daily gestures towards our patients, students and each other.

JOIN US

If you are enthusiastic, caring and dedicated to service excellence, we invite you to consider joining Jefferson.

For more benefits information, please click here.