Support Analyst

Talent Groups; Philadelphia (Philadelphia County); On-site; USD 38,000 - 46,000; Full time

Job summary

Talent Groups is seeking a capable IT Service Desk Associate for a 4-month contract in Philadelphia. You will provide Tier 1 support for hardware, software, and operating systems, log calls, and escalate complex issues to Tier 2.

Join a team that emphasizes customer service, incident management, and adherence to security policies while maintaining clear documentation and timely problem resolution.

Qualifications

• Minimum two to three years in EUD/Service Desk support.
• Strong customer service orientation and teamwork.
• Solid communication, documentation and problem-solving skills.

Responsibilities

• Resolve Tier 1 hardware, software, and OS issues over the phone or on-site.
• Record call logs accurately and escalate Tier 2 issues when needed.
• Maintain knowledge of IS applications and security policies.
• Coordinate queues and ensure timely incident resolution.
• Adhere to incident, problem, and change management processes.

Skills

Customer service

Communication

Documentation

Problem solving

Teamwork

Troubleshooting

Education

High school diploma

Telecom experience

Tools

Printers

Terminals

PCs

Networking hardware

Telecommunication hardware

Job description

Duration

4 months to start

Job Description

• Demonstrates basic knowledge of Tier 1 service level support as relates to addressing Hardware (PCor End-User Devices & peripheral equipment), and application software, and operating system issues.
• Demonstrates sufficient knowledge of call log tracking to record accurately all needed information.
• Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure.
• Tracks all customer service items to completion.
• Evaluates customer service issue to determine level of service needed.
• Resolves all Tier 1 issues.
• Escalates Tier 2 issues to appropriate resource.
• Maintains and increases knowledge of the client's IS application, hardware, mobile devices and multiple operating system platforms.
• Works under direct supervision to accomplish daily assignments in support of team initiatives.
• Provides laser-like focus on customer service and satisfaction with some knowledge and experience of incident management, problem management and change management processes, practices and procedures.
• Provides recommendations on how to improve the quality of service as well as reducing repeat incidents.
• Serves as the first point of contact for the IS Department and act as a liaison between the client community and the rest of the IS Department.
• Adheres to Service Desk standards, processes and systems required to deliver consistent high quality customer service.
• Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site.
• Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions.
• Manages Level 1 queues and recommends new queues to insure proper categorization and assignment of issues.
• Coordinates queues for site/service, working with various stakeholder groups.
• Understand and comply with all enterprise and IS departmental information security policies, procedures and standards.
• Support the integration of information security in the development, design, and implementation of Hospital Technology Resources that process, transmit, or store company�information.
• Support all compliance activities related to state, federal regulatory requirements, healthcare accreditation standards, and all other applicable regulations that govern the use and disclosure of patient, financial, or other confidential information.

Required Skills & Experience

• Minimum two (2) to three (3)years of experience providing EUD support, Service Desk support or equivalent experience/knowledge.
• Able to perform effectively in a team environment as well as with little direct supervision.
• Customer service-oriented team player with first-rate communication, documentation, organizational, problem solving, written and verbal skills.
• Ability to understand, analyze and resolve problems, while on the phone or on-site with user.
• Ability to analyze and solve problems by investigating and implementing predefined potential solutions using troubleshooting skills.
• Must have working knowledge of many various pieces of equipment and software including printers, terminals, PCs, networking and telecommunication hardware, etc.
• Knowledge and understanding of issues inherent to Microsoft software including, but not limited to security, deployment, imaging, auditing, licensing and compliance; deployment and upgrading; features and functionality.
• Organized with the ability to follow established processes and provide recommendations for improvements.
• Working knowledge of the TCP/IP protocol suite.

Preferred Skills & Experience

• Medical terminology helpful and previous medical EUD or Service Desk level 2 support background.
• Able to perform effectively in a team environment as well as with little direct supervision
• Customer service oriented team player with first-rate communication, documentation, organizational, problem solving, written and verbal skills.
• Ability to understand, analyze and resolve problems, while on the phone or on-site with user.
• Must have working knowledge of many various pieces of equipment and software including printers, terminals, PCs, networking and telecommunication hardware, etc.
• Knowledge and understanding of issues inherent to Microsoft software including, but not limited to security, deployment, imaging, auditing, licensing and compliance; deployment and upgrading; features and functionality.
• Organized with the ability to follow established processes and provide recommendations for improvements.
• Ability to analyze and solve problems by investigating and implementing predefined potential solutions using troubleshooting skills
• Working knowledge of the TCP/IP protocol suite.
• Medical terminology helpful and previous medical EUD or Service Desk level 2 support background preferred.

Required Education

• High school degree.
• High School Diploma/GED
• Telecom Experience Required

Preferred Education

• Some college. OR
• Technical school diploma or equivalent.
• Technical Diploma

Required Certifications & Licensure

• A+ Certification.

Preferred Certifications & Licensure

• ACSP
• MCP
• MCSA
• ITIL Foundations
• CCNA
• Lexmark & Lenovo Self Maintainer.

Preferred Certs

• ACSP, MCP, MCSA, ITIL Foundations, CCNA, Lexmark & Lenovo Self Maintainer, A+ Certification

Preferred Experience

• At least one (1) year's experience providing EUD support, Service Desk support or equivalent experience/knowledge.���