DTS Support Analyst I

Philadelphia, PA - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Job Title: Support Analyst I

Location: 100% Onsite Multiple Hospital Campuses

Assignment: 12 Months

Schedule: 8 hours/day 40 hours/week

Department: IS-Client Services (100-16557)

Languages: English (Speak Read Write)

Job Category: NC-Patient Care-IS

Duties / Manager Requirements

The manager has stated candidate submittals are missing the mark. Please only submit candidates who meet ALL required criteria below.

Required Criteria

1. Project deployment experience (MUST HAVE)

- Deploying PCs printers and IT equipment

2. Valid personal vehicle (REQUIRED)

- Must travel to multiple offsite hospital locations

3. Hospital environment experience

4. A Certification

5. 3 5 years relevant IT support experience

6. Printer support experience

Nice-to-Haves (Not required)

- Military background

- Previous CHOP experience

- Played organized sports

Job Summary

1. Provides Tier 1 support for hardware (PCs end-user devices peripherals) application software and operating systems.

2. Demonstrates strong customer service by handling issues professionally and escalating when necessary.

3. Accurately logs all details into call tracking systems.

4. Tracks customer service items through resolution.

5. Determines appropriate service level path based on issue.

6. Resolves all Tier 1 issues; escalates Tier 2 issues appropriately.

7. Maintains and expands knowledge of CHOP IS applications hardware mobile devices and operating systems.

8. Works under direct supervision to meet daily support objectives.

Job Responsibilities

As a Support Analyst I:

1. Provides customer-focused service with working knowledge of incident problem and change management processes.

2. Acts as the first point of contact for DTS and a liaison with customer departments.

3. Adheres to Service Desk standards and procedures to ensure high-quality support.

4. Diagnoses and resolves hardware software and peripheral issues via phone remote tools or onsite support.

5. Maintains strong technical skills and delivers timely resolutions.

6. Manages Level 1 support queues and recommends adjustments for proper categorization and assignment.

7. Identifies trends and recommends improvements to reduce recurring incidents.

Skills

- Strong teamwork and ability to work independently

- Customer service focused with excellent communication (verbal/written)

- Strong documentation organization and problem-solving skills

- Ability to resolve issues both remotely and onsite

- Knowledge of printers PCs terminals networking and telecom hardware

- Understanding of Microsoft software issues (security deployment imaging auditing licensing compliance)

- Ability to follow processes and recommend improvements

- Strong troubleshooting skills

- Working knowledge of TCP/IP

- Medical terminology helpful

- Previous medical EUD or Service Desk Level 2 support preferred

Education

Required:

- High school diploma

Preferred:

- Some college OR technical school diploma

Preferred Certifications:

- A (CompTIA)

- Network (CompTIA)

- Security (CompTIA)

Experience

Preferred:

- At least 1 year EUD support Service Desk support or equivalent technical experience

Job Title: Support Analyst I Location: 100% Onsite Multiple Hospital Campuses Assignment: 12 Months Schedule: 8 hours/day 40 hours/week Department: IS-Client Services (100-16557) Languages: English (Speak Read Write) Job Category: NC-Patient Care-IS Duties / Manager Requirements The ma...