IT Support Analyst consultant

Onsite is required.

US Citizens only

Client is a Hospital

Location: Phila Pa.

Duration: One year

Job Title: IT Support Analyst

Job Summary:

-Tracks all customer service items to completion.

-Evaluates customer service issue to determine level of service needed. -Resolves all Tier 1 issues.

-Escalates Tier 2 issues to appropriate resource.

-Maintains and increases knowledge of client IS application hardware mobile devices and multiple operating system platforms.

-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 act 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 insure 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:

-At least two (2) years of experience providing EUD support Service Desk support or equivalent experience/knowledge.

-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.

-Demonstrates basic knowledge of Tier 1 service level support as relates to addressing Hardware (PCor End-User Devices & peripheral equipment) and application software and operating system issues.

-Demonstrates sufficient knowledge of call log tracking to record accurately all needed information.

-Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure.

Preferred Skills & Experience:

-Medical terminology helpful and previous medical EUD or Service Desk level 2 support background.

Preferred Certifications:

-ACSP MCP MCSA ITIL Foundations CCNA Lexmark & Lenovo Self Maintainer. -A Certification.