Support Analyst I

6 days ago

Philadelphia, PA, United States Partner's Consulting Inc Full time
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:
  • 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.
  • 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.
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