Support Analyst

2 weeks ago

Philadelphia, Pennsylvania, United States Talent Groups Full time $40,000 - $80,000 per year

Duration
: 7 months to start

Job Description
Job Summary:

  • Demonstrate 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.
  • Exhibit sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure.
  • Demonstrate sufficient knowledge of call log tracking to record accurately all needed information.
  • Track all customer service items to completion.
  • Evaluate customer service issues to determine level of service needed.
  • Resolve all Tier 1 issues.
  • Escalate Tier 2 issues to appropriate resources.
  • Maintain and increase knowledge of the client s IS applications, hardware, mobile devices and multiple operating system platforms
  • Work under direct supervision to accomplish daily assignments in support of team initiatives.

Job Responsibilities

  • Provide 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.
  • Serve as the first point of contact for the Department and act as a liaison between the client community and the rest of the Department
  • Adhere to Service Desk standards, processes and systems required to deliver consistent high quality customer service
  • Diagnose and resolve problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site.
  • Maintain strong technical skills to provide prompt support for customers to determine problems and provide resolutions
  • Manage Level 1 queues and recommend new queues to ensure proper categorization and assignment of issues. Coordinate queues for site/service, working with various stakeholder groups.
  • Provide recommendations on how to improve the quality of service as well as reducing repeat incidents.

Desired 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.

Required Education:

  • High school degree.

Preferred Education

  • Some college experience OR technical school diploma OR equivalent.

Preferred Certifications

  • A+ Certification - CompTIA - Preferred
  • Network+ Certification - CompTIA - Preferred
  • Security+ Certification - CompTIA - Preferred

Preferred Experience

  • At least one (1) year Experience providing EUD support, Service Desk support, or equivalent experience/knowledge is preferred

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