Job Description
Support Analyst I – Contract\n
Location: Philadelphia, PA
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Job Type: Contract (Possible Extension)
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Payrate: $24 - $28
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Schedule: Monday–Friday, 8 hours/day
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Hours: 40 hours/week
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Work Setting: 100% Onsite
Job Summary\n
We are seeking a Support Analyst I to provide Tier 1 technical and end-user support within its Information Services department.
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The Support Analyst will serve as the first point of contact for IS-related issues, providing technical assistance for PCs, printers, mobile devices, applications, operating systems, networking, telecommunications hardware, and other end-user equipment. The ideal candidate will have strong troubleshooting and customer service skills and be comfortable working independently in a fast-paced healthcare environment.
Key Responsibilities\n
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- Provide Tier 1 service desk and end-user device support for hardware, software, operating systems, and peripheral equipment.
- Diagnose and resolve technical issues by phone, remote-control tools, or onsite.
- Accurately document, track, and manage customer service requests through resolution.
- Resolve Tier 1 issues and appropriately escalate Tier 2 issues to the appropriate technical resource.
- Serve as the first point of contact between end users and the IS Department.
- Support PCs, printers, terminals, mobile devices, networking, and telecommunications hardware.
- Manage Level 1 support queues and ensure proper categorization and assignment of issues.
- Follow incident management, problem management, and change management processes.
- Maintain knowledge of CHOP applications, hardware, mobile devices, and multiple operating system platforms.
- Provide prompt and professional customer service while maintaining a strong focus on customer satisfaction.
- Identify opportunities to improve service quality and reduce recurring incidents.
- Follow established Service Desk standards, processes, and procedures.
- Comply with information security policies and healthcare regulatory requirements related to confidential and patient information.
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Required Qualifications\n
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- 2–3 years of experience providing End User Device (EUD) support, Service Desk support, or equivalent experience.
- High School Diploma/GED required.
- A+ Certification required.
- Strong troubleshooting and problem-solving abilities.
- Excellent verbal and written communication skills.
- Strong customer service, documentation, and organizational skills.
- Ability to work effectively both independently and as part of a team.
- Experience troubleshooting PCs, printers, terminals, networking, and telecommunications hardware.
- Working knowledge of Microsoft software, including deployment, imaging, security, auditing, licensing, and compliance.
- Working knowledge of TCP/IP protocols.
- Ability to troubleshoot and resolve technical issues in person and over the phone.
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Preferred Qualifications\n
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- Previous hospital or healthcare experience.
- Project deployment experience.
- Previous medical EUD or Level 2 Service Desk experience.
- Knowledge of medical terminology.
- Some college or technical school education.
- Certifications such as ACSP, MCP, MCSA, ITIL Foundations, or CCNA.
- Lexmark & Lenovo Self Maintainer certification is a plus.
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