Support Analyst

Talent Groups; Philadelphia (Philadelphia County); On-site; USD 45,000 - 68,000; Full time

Job summary

Talent Groups is seeking an IT Help Desk professional to provide Tier 1 support for PCs, printers, mobile devices, and telecom equipment in a healthcare IT environment. You will diagnose issues via phone, remote tools, or on-site and document incidents.

The role emphasizes strong customer service, adherence to ITIL-like processes, and collaboration with Tier 2 teams. Candidates have 2–3+ years in EUD/Help Desk, solid Windows knowledge, and familiarity with medical terminology.

Qualifications

• 2–3+ years of End User Device (EUD), Service Desk, Help Desk, or Desktop Support experience.
• Strong knowledge of Microsoft Windows environments.
• Hands-on experience troubleshooting PCs, printers, peripherals, and mobile devices.
• Working knowledge of TCP/IP and basic networking.
• Telecom/telephony experience required.
• Strong troubleshooting, documentation, communication, and customer service skills.
• Ability to work independently as well as within a team.
• Previous healthcare/hospital IT or medical EUD support experience.
• Knowledge of medical terminology.
• Experience with incident, problem, and change management.
• ITIL Foundation, CCNA, MCP/MCSA, ACSP, Lenovo or Lexmark certifications.

Responsibilities

• Serve as the first point of contact for IT support requests
• Provide Tier 1 support for PCs, laptops, printers, mobile devices, peripherals, and telecom equipment
• Diagnose and resolve hardware, software, Windows OS, and connectivity issues via phone, remote tools, or on-site
• Accurately document and track incidents through resolution
• Escalate Tier 2 issues to the appropriate technical teams
• Manage Service Desk queues and ensure proper categorization and assignment
• Follow incident, problem, and change management processes
• Provide exceptional customer service and maintain strong communication with end users
• Follow healthcare IT security, compliance, and confidentiality requirements

Skills

End User Device (EUD) support

Service Desk

Desktop Support

TCP/IP basics

Telecom/telephony experience

Windows troubleshooting

Customer service

Healthcare IT familiarity

Medical terminology knowledge

Incident/Problem/Change management

ITIL Foundation / CCNA / MCP/MCSA / AC

Education

Technical school diploma or college coursework

ITIL Foundation

CCNA

MCP/MCSA

ACSP

Lenovo or Lexmark certification

Job description

• Serve as the first point of contact for IT support requests


• Provide Tier 1 support for PCs, laptops, printers, mobile devices, peripherals, and telecom equipment


• Diagnose and resolve hardware, software, Windows OS, and connectivity issues via phone, remote tools, or on-site


• Accurately document and track incidents through resolution


• Escalate Tier 2 issues to the appropriate technical teams


• Manage Service Desk queues and ensure proper categorization and assignment


• Follow incident, problem, and change management processes


• Provide exceptional customer service and maintain strong communication with end users


• Follow healthcare IT security, compliance, and confidentiality requirements

Required Qualifications

• 2–3+ years of End User Device (EUD), Service Desk, Help Desk, or Desktop Support experience


• Strong knowledge of Microsoft Windows environments


• Hands-on experience troubleshooting PCs, printers, peripherals, and mobile devices


• Working knowledge of TCP/IP and basic networking


• Telecom/telephony experience required


• Strong troubleshooting, documentation, communication, and customer service skills


• Ability to work independently as well as within a team


• Previous healthcare/hospital IT or medical EUD support experience


• Knowledge of medical terminology


• Experience with incident, problem, and change management


• ITIL Foundation, CCNA, MCP/MCSA, ACSP, Lenovo or Lexmark certifications


• Technical school diploma or college coursework