Sr. Help Desk Analyst

Temple Health – Temple University Health System; Philadelphia (Philadelphia County); On-site; USD 45,000 - 60,000; Full time

Job summary

Temple Health – Temple University Health System is seeking a Help Desk Specialist to provide technical support and troubleshooting to end-users on-site in Philadelphia.

Responsibilities include diagnosing and routing issues, following Help Desk procedures, and logging service requests while collaborating with team members to ensure timely resolutions.

Qualifications

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

Responsibilities

• Provide technical support and troubleshooting to end-users.
• Document, resolve, and follow up on incidents and service requests using Help Desk tracking tools.

Skills

Help desk

PC troubleshooting

Customer support

Incident tracking

Education

Bachelor's degree

Related field experience

Tools

Windows OS

MS Office

Job description

Provides technical support and troubleshooting assistance to end-users. Identify, diagnose, categorize and troubleshoot Tier 1 problems and advise on appropriate action. If necessary, redirects problems or requests to appropriate personnel for resolution. Informs management of recurring problems. Documents, resolves, and follows up on end user incidents and requests 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 requests.

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, Information Systems, or related field Required or
• Combination of relevant education and experience may be considered in lieu of degree Required

Experience

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

General Experience In a Hospital Environment Preferred

Licenses