Support Analyst (3 Months Contract)

Support Analyst (3 Months Contract) Virtelligence Philadelphia, PA Job Details Temporary | Contract $29 - $30 an hour 18 hours ago Benefits Dental insurance Vision insurance Qualifications Teamwork Operating systems Equipment troubleshooting High school diploma or GED Customer relationship management (CRM) systems (technically supported) Hardware support IP networking Customer support Technical Proficiency CompTIA A+ Client interaction via phone calls

Full Job Description Job Description Job Summary:

(3 Months Contract) Demonstrates basic knowledge of Tier 1 service level support related to: Hardware (PC / End-User Devices & peripheral equipment) Application software Operating system issues Demonstrates sufficient knowledge of call log tracking to accurately record all required information. Exhibits strong customer service skills by: Effectively handling customer problems Ensuring proper escalation procedures are followed through to resolution Acting as the first point of contact for the IS Department Serving as a liaison between the client community and IS Department Tracks all customer service items through to completion. Evaluates customer service issues to determine required level of service. Resolves Tier 1 issues and escalates Tier 2 issues to appropriate resources.

Maintains and improves knowledge of:

CHOP IS applications Hardware Mobile devices Multiple operating system platforms Works under direct supervision to accomplish daily assignments in support of team initiatives. Provides strong focus on customer service and satisfaction with knowledge of: Incident management Problem management Change management processes and procedures Provides recommendations to improve service quality and reduce repeat incidents.

Diagnoses and resolves problems involving:

Hardware Packaged software Proprietary software Peripheral equipment Using phone support, remote tools, or on-site assistance. Maintains strong technical skills to provide prompt customer support and issue resolution. Manages Level 1 queues and recommends new queues for proper categorization and assignment of issues. Coordinates queues for site/service in collaboration with stakeholder groups. Understands and complies with enterprise and IS departmental information security policies, procedures, and standards. Supports integration of information security in development, design, and implementation of hospital technology resources handling CHOP information. Supports compliance activities related to state, federal, healthcare accreditation, and other regulatory requirements governing confidential information.

Job Responsibilities:

Provides strong focus on customer service and satisfaction with knowledge of: Incident management Problem management Change management Serves as first point of contact for DTS Department and acts as liaison between clients and DTS. Adheres to Service Desk standards, processes, and systems to ensure consistent service delivery. Diagnoses and resolves technical issues involving: Hardware Software (packaged and proprietary) Peripheral equipment Using phone, remote tools, or on-site support Maintains strong technical expertise to provide timely problem resolution. Manages Level 1 queues and ensures proper categorization and assignment of incidents. Coordinates service/site queues with stakeholder groups. Provides recommendations to improve service quality and reduce repeat incidents.

Required Skills & Experience:

2-3 years of experience in: End User Device (EUD) support Service Desk support Or equivalent technical experience Strong ability to: Work independently and in a team environment Communicate effectively (written and verbal) Provide documentation and organizational support Solve problems efficiently Ability to: Analyze and resolve issues while on phone or on-site Troubleshoot using predefined solutions Work with hardware/software including: Printers Terminals PCs Networking and telecom equipment Working knowledge of Microsoft technologies including: Security Deployment Imaging Auditing Licensing and compliance Features and functionality Strong understanding of TCP/IP protocol suite. Organized with ability to follow processes and suggest improvements. Medical terminology and healthcare IT support experience preferred.

Preferred Skills & Experience:

Medical terminology knowledge (helpful) Previous medical EUD or Service Desk Level 2 support experience (preferred)

Required Education:

High school diploma

Preferred Education:

Some college OR technical school diploma or equivalent

Certifications Required:

A+ Certification (CompTIA)

Preferred:

Network+ (CompTIA) Security+ (CompTIA)

ACSP MCP MCSA ITIL

Foundations CCNA Lexmark & Lenovo Self Maintainer Job Types:

Contract, Temporary Pay:

$29.00 - $30.00 per hour

Benefits:

Dental insurance Vision insurance

Work Location:

In person