Support Analyst I

Partner’s Consulting, Inc.; Philadelphia (Philadelphia County); On-site; USD 28,000 - 39,000; Part time

Job summary

Partner's Consulting, Inc. is seeking a Support Analyst I in Philadelphia, PA for a contract assignment. The role covers Tier 1 service desk support for hardware, software, and OS issues, with emphasis on patient-care environments.

The ideal candidate has hands-on experience with PC deployment, printers, and IT equipment, plus strong customer service, communication, and documentation skills. Travel to offsite locations may be required.

Qualifications

• Experience in deploying PCs, printers, and IT equipment.
• A+ certification is required.
• Network+ and Security+ certifications (CompTIA) are preferred.
• 3 to 5 years of experience with Service Desk or EUD support.
• Driver's license required for offsite locations.

Responsibilities

• Handle Tier 1 issues and resolve basic hardware, software, and OS problems.
• Record call log details accurately and monitor queues.
• Escalate Tier 2 issues to appropriate resource when needed.
• Maintain knowledge of IS applications, hardware, and OS platforms.
• Serve as the first contact for the IS department and liaison with clients.
• Follow service desk standards and ensure high-quality customer service.

Skills

Customer service

Communication

Documentation

Problem solving

Team player

Education

High school degree

Some college or technical training

A+ certification

Network+ certification

Security+ certification

Tools

PCs

Printers

Networking

Telecommunications hardware

Remote support tools

Job description

Title: Support Analyst I
Location: Philadelphia, PA
Type: Contract, temp

Our client is seeking a Support Analyst I who demonstrates basic knowledge of Tier 1 service level support as relates to addressing hardware (PC or end-user devices and peripheral equipment), application software, and operating system issues.

The ideal candidate will have service desk experience as well as project deployment experience (PCs, printers, IT equipment) in a hospital setting.

Key Accountabilities:

• 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 accurately all needed information.
• Tracks all customer service items to completion.
• Evaluates customer service issues to determine level of service needed.
• Resolves all Tier 1 issues.
• Escalates Tier 2 issues to appropriate resource.
• Maintains and increases knowledge of 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.
• Serves as the first point of contact for the IS Department and acts 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 ensure proper categorization and assignment of issues.
• Coordinates queues for site/service, working with various stakeholder groups.
• Provides recommendations on how to improve the quality of service as well as reducing repeat incidents.

Required Skills:

• Experience in deploying PCs/printers/IT equipment is required.
• A+ certification is required.
• Network+ and Security+ certifications (CompTIA) are preferred.
• High school degree required.
• Some college, technical school diploma, or equivalent is preferred.
• 3 to 5 years of experience, with at least 1 year of experience providing EUD support, Service Desk support, or equivalent experience/knowledge.
• Car is required to travel to offsite locations.
• 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.
• Preferred certifications: ACSP, MCP, MCSA, ITIL Foundations, CCNA, and/or Lexmark & Lenovo Self Maintainer.