IS Support Analyst I

Fourans
Philadelphia, PA
29 Jan 2025

Vacancy expired!

Reason: New project

Reason Detail: Hiring pipeline for high turnover and ability to meet service levels

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Due to departmental needs, the shift for this position has changed to Monday – Friday 10 am – 6:30 pm. Please ensure your candidates are aware. Please submit local candidates only.Demonstrates basic knowledge of Tier 1 service level support as relates to addressing Hardware (PC or End-User Devices & peripheral equipment), and 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 accurately all needed information.
  • 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 CHOP IS application, hardware, mobile devices and multiple operating system platforms
  • Works under direct
    • Job Responsibilities
  • 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 act sas a liaison between the client community and the rest of the IS Department
    • 3.Adheres to Service Desk standards, processes and systems required to deliver consistenthigh 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 oron-site.
  • Maintains strong technical skills to provide prompt support for customers to determineproblems 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.
  • Provides recommendations on how to improve the quality of service as well as reducingrepeat incidents.

    • Skills Required

    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 withuser.• Must have working knowledge of many various pieces of equipment and softwareincluding printers, terminals, PCs, networking and telecommunication hardware, etc.Knowledge and understanding of issues inherent to Microsoft software including, but notlimited to security, deployment, imaging, auditing, licensing and compliance; deploymentand upgrading; features and functionality.Organized with the ability to follow established processes and provide recommendationsfor improvements.• Ability to analyze and solve problems by investigating and implementing predefinedpotential solutions using troubleshooting skills• Working knowledge of the TCP/IP protocol suite.• Medical terminology helpful and previous medical EUD or Service Desk level 2 supportbackground preferred.A+ Certification Preferred

    Required
    • APPLICATION SOFTWARE
    • EXCELLENT WRITTEN AND VERBAL COMMUNICATION SKILLS
    • PROBLEM SOLVING
    • CUSTOMER SERVICE
    • SERVICE DESK

    Additional
    • DEPLOYMENT
    • DOCUMENTATION
    • IMAGING
    • INCIDENT MANAGEMENT
    • ITIL
    • LASER
    • LIAISON
    • MCP
    • MCSA
    • MEDICAL TERMINOLOGY
    • MOBILE DEVICES
    • NETWORKING
    • PCS
    • PRINTERS
    • REGISTRATIONS
    • TCP
    • TCP/IP
    • TEAM PLAYER
    • TELECOMMUNICATION
    • AUDIT
    • OFFICE MEDICAL
    • RETAIL SALES
    • CUSTOMER SERVICE ORIENTED

    Languages: English (Speak, Read, Write)

    Required Education and Experience

    Required Education:Completed High School (Diploma or GED)

    Preferred Education:Some College preferred. Technical School Diploma or equivalent

    Required Experience:At least two (2) years of experience providing EUD support, ServiceDesk support or equivalent experience/knowledge.

    Licenses/certifications:A+ACSPCCNAMCPMCSA

    Preferred Licenses/certificates/registrations:

    ACSP, MCP, MCSA, ITIL Foundations, CCNA,Lexmark & Lenovo Self Maintainer Level 2A - Covid Vaccination Required