Support Analyst

Talent Groups; Philadelphia (Philadelphia County); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading company seeks an Associate-level Tier 1 support technician in Philadelphia to deliver exceptional customer service and technical assistance for hardware and software issues. Candidates should possess strong troubleshooting skills and relevant certifications, ideally with experience in service desk support. This role offers an excellent opportunity to grow within the IT field, supporting healthcare clients in a booming industry.

Qualifications

• 1 year providing EUD or Service Desk support preferred.
• ACSP, MCP, MCSA, ITIL Foundations, and A+ Certification desired.
• Medical terminology knowledge is a plus.

Responsibilities

• Provides Tier 1 support for hardware and software issues.
• Diagnoses issues via phone or remote tools.
• Acts as a liaison between clients and the department.

Skills

Communication

Problem Solving

Documentation

Technical Skills

Troubleshooting

Organizational Skills

Education

High School Diploma or GED

Technical Diploma

Tools

Microsoft Software

TCP/IP Protocols

Job description

• Demonstrates basic knowledge of Tier 1 service level support related to hardware (PCs, end-user devices, peripheral equipment), application software, and operating system issues.
• Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure.
• Demonstrates sufficient knowledge of call log tracking to record all necessary information accurately.
• Tracks all customer service items to completion.
• Evaluates customer service issues to determine the level of service needed.
• Resolves all Tier 1 issues.
• Escalates Tier 2 issues to the appropriate resource.
• Maintains and increases knowledge of the client's IS applications, hardware, mobile devices, and multiple operating system platforms.
• Works under direct supervision to accomplish daily assignments supporting team initiatives.

Job Functions:

• Provides focused customer service with knowledge of incident, problem, and change management processes and procedures.
• Serves as the first point of contact for the DTS Department, acting as a liaison between the client community and the department.
• Adheres to Service Desk standards, processes, and systems to deliver high-quality customer service.
• Diagnoses and resolves hardware, software, and peripheral issues via phone, remote tools, or on-site.
• Maintains strong technical skills to promptly support customers in problem resolution.
• Manages Level 1 queues and recommends improvements for categorization and issue assignment, coordinating with stakeholders.
• Provides recommendations to improve service quality and reduce repeat incidents.

Skills:

• Effective team player with minimal supervision.
• Excellent communication, documentation, organizational, and problem-solving skills.
• Ability to analyze and resolve problems on-site or over the phone.
• Knowledge of equipment and software including printers, terminals, PCs, networking, and telecommunication hardware; understanding of Microsoft software issues such as security, deployment, imaging, licensing, and compliance.
• Organized with the ability to follow and improve established processes.
• Strong troubleshooting skills and knowledge of TCP/IP protocols.
• Medical terminology knowledge and previous support experience preferred.

Education & Experience:

• Preferred Certifications: ACSP, MCP, MCSA, ITIL Foundations, CCNA, Lexmark & Lenovo Self Maintainer, A+ Certification.
• Preferred Education: Technical Diploma.
• Preferred Experience: At least 1 year providing EUD or Service Desk support.
• Required Education: High School Diploma or GED.

Seniority level

• Associate

Employment type

• Contract

Job function

• Information Technology
• Industries: Hospitals and Health Care