Support Analyst - Philadelphia, PA

Support Analyst I

Pride Health is hiring a Support Analyst I to support our client's healthcare facility in Philadelphia, PA.

Job Summary: We are seeking a Support Analyst I to provide Tier 1/Level 1 end-user and service desk support in a hospital environment. The ideal candidate will have strong troubleshooting and customer service skills, hands-on hardware/peripheral support experience, and the ability to work independently in a fast-paced healthcare setting. The position requires 100% onsite work and may involve traveling to offsite locations, so candidates must have reliable transportation.

Key Responsibilities

• Provide Tier 1 support for PCs, end-user devices, peripherals, applications, and operating systems.
• Diagnose and resolve hardware, software, printer, networking, and telecommunications issues.
• Provide support via phone, remote-control tools, and onsite.
• Track incidents and service requests through completion.
• Escalate Tier 2 issues to the appropriate technical teams.
• Manage Level 1 queues and ensure proper categorization and assignment.
• Support hardware/software deployment, imaging, upgrades, and related project activities.
• Provide printer, PC, terminal, networking, and telecommunications hardware support.
• Follow incident, problem, and change management processes.
• Maintain strong customer service and communication throughout issue resolution.
• Follow information security, healthcare compliance, and regulatory requirements.
• Work with various stakeholder groups to coordinate site/service queues.
• Recommend improvements to service quality and reduction of repeat incidents.

Required Qualifications

• 23+ years of End User Device (EUD), Service Desk, Desktop Support, or equivalent experience.
• A+ Certification Required.
• High School Diploma/GED.
• Strong troubleshooting and problem-solving skills.
• Strong customer service and communication skills.
• Experience supporting: PCs/end-user devices, printers, Microsoft software, networking hardware, telecommunications hardware, peripheral equipment.
• Working knowledge of TCP/IP.
• Knowledge of Microsoft security, deployment, imaging, licensing, compliance, and upgrades.
• Ability to work effectively with minimal supervision.
• Ability to work onsite and travel to offsite locations when required.
• Telecommunications experience Required.

Highly Preferred

• Hospital/healthcare IT experience.
• Previous medical EUD or Level 2 Service Desk experience.
• Project deployment experience.
• Experience supporting printers, particularly Lexmark.
• Lenovo hardware experience.
• Medical terminology knowledge.
• Technical school diploma or some college.
• Experience working on technology projects.

Preferred Certifications

• A+
• ACSP
• MCP
• MCSA
• ITIL Foundation
• CCNA
• Lexmark Self Maintainer
• Lenovo Self Maintainer

Nice-to-Have

• Military background.
• Previous experience working at the same healthcare organization.
• Previous project-based deployment experience.

Top Skills to Search For

1. Hospital/Healthcare IT experience
2. EUD/Desktop/Service Desk Support
3. A+ Certification
4. Project Deployment
5. Printer Support
6. Telecom/Networking Hardware
7. Microsoft deployment/imaging
8. TCP/IP
9. 25 years of IT support experience
10. Reliable transportation / ability to travel to offsite locations

PrideGlobal and its affiliates offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, pet insurance and employee discounts with preferred vendors.

PrideGlobal and its affiliates are an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

PrideGlobal and its affiliates are a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us. Only applicable for San Francisco Candidates

Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation. Only applicable for Kentucky positions: For this type of employment, state law requires a criminal record check as a condition of employment. This applies to direct care staff (Examples: RN, LPN, Nurse Aides, Therapists) referred to Kentucky nursing facilities, assisted living communities, or long-term care facilities, in accordance with KRS 216.793.