Support Analyst I

WillHire, Inc; Philadelphia (Philadelphia County); On-site; USD 52,000 - 70,000; Full time

Job summary

WillHire, Inc is seeking a Support Analyst I for 100% onsite at CHOP environments. You will provide Tier 1 support for hardware, applications, and OS, log calls accurately, resolve issues, and escalate to Tier 2 as needed.

You will maintain knowledge of CHOP IS applications, devices, and multiple OS platforms. The role emphasizes customer service, adherence to Service Desk standards, and collaboration with offsite resources.

Qualifications

• Minimum 2–3 years of experience in EUD support, Service Desk support, or equivalent.
• Strong customer service skills with excellent communication, documentation, organizational, and problem‑solving abilities.
• Ability to analyze and resolve issues effectively, both on-site and remotely.
• Working knowledge of equipment and software, including printers, terminals, PCs, networking, and telecommunication hardware.
• Familiarity with Microsoft software, including security, deployment, imaging, auditing, licensing, and compliance.
• Organized and able to follow established processes while recommending improvements.
• Proficiency in troubleshooting and implementing predefined solutions.
• Working knowledge of the TCP/IP protocol suite.
• High school diploma or GED.
• A+ Certification.

Responsibilities

• Provide Tier 1 service level support for hardware, application software, and operating system issues.
• Accurately record call log information and resolve Tier 1 issues.
• Elevate Tier 2 issues to appropriate resources.
• Maintain knowledge of CHOP IS applications, hardware, mobile devices, and multiple operating system platforms.
• Diagnose and resolve problems related to hardware, software, and peripheral equipment.
• Manage Level 1 queues and support compliance activities related to regulatory requirements.
• Focus on customer satisfaction and adherence to Service Desk standards.

Skills

Customer service

Excellent communication

Problem solving

Onsite support

Remote assistance (when needed)

Education

High school diploma or GED

A+ Certification

Tools

Printer hardware

PCs & peripherals

Networking basics (TCP/IP)

Microsoft Windows basics

Job description

Support Analyst I

Location: Main (100% onsite)

Contract Length: Ends 12/31/2026

Monday to Friday 7:30a-4:00pm

Job Summary:

As a Support Analyst I, you will provide Tier 1 service level support for hardware, application software, and operating system issues. You will accurately record call log information, resolve Tier 1 issues, and elevate Tier 2 issues to appropriate resources. This role requires strong customer service skills to handle client problems effectively and ensure proper escalation procedures. You will maintain knowledge of CHOP IS applications, hardware, mobile devices, and multiple operating system platforms. Responsibilities include diagnosing and resolving problems related to hardware, software, and peripheral equipment, managing Level 1 queues, and supporting compliance activities related to regulatory requirements. The position demands a focus on customer satisfaction and adherence to Service Desk standards.

Required Qualifications:

• Minimum 2-3 years of experience in EUD support, Service Desk support, or equivalent.
• Strong customer service skills with excellent communication, documentation, organizational, and problem-solving abilities.
• Ability to analyze and resolve issues effectively, both on-site and remotely.
• Working knowledge of equipment and software, including printers, terminals, PCs, networking, and telecommunication hardware.
• Familiarity with Microsoft software, including security, deployment, imaging, auditing, licensing, and compliance.
• Organized and able to follow established processes while recommending improvements.
• Proficiency in troubleshooting and implementing predefined solutions.
• Working knowledge of the TCP/IP protocol suite.
• High school diploma or GED.
• A+ Certification.

Preferred Qualifications:

• Medical terminology knowledge and previous medical EUD or Service Desk Level 2 support experience.
• Technical school diploma or some college education.
• Preferred certifications: ACSP, MCP, MCSA, ITIL Foundations, CCNA, Lexmark & Lenovo Self Maintainer.
• At least one year of experience providing EUD support, Service Desk support, or equivalent.

Required Education: High school degree.

Required Certifications & Licensure: A+ Certification.

Preferred Certifications & Licensure:

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

Additional Information:

• Hospital experience, project deployment experience, printer support, and ability to travel to offsite locations are highly sought after.
• Military background, prior experience at CHOP, and project work experience are considered a plus.

RightSourcing (a part of Magnit) expected pay package may vary and/or include certain benefits like: Stipends (for clinical traveler workers only), Medical, Dental, Vision, 401K