IT Help Desk Analyst

Help Desk Analyst

Cardiology Consultants of Philadelphia (CCP) is a professional medical organization committed to the healing mission of Medicine, and is part of a national cardiology platform, Cardiovascular Logistics (CVL). Together, we share the same mission to provide our patients with the highest quality cardiovascular care available. Join our team and be a part of an organization that is dedicated to improving patient outcomes and shaping the future of heart health.

CCP specializes in providing comprehensive cardiology care and currently has over 30 locations throughout the Philadelphia area. We are currently hiring for a full time Help Desk Analyst. Please note that this position requires traveling, but can also be hybrid.

Please note this position is entitled to a $500 sign on bonus.

Description

Under general supervision, provide technical software, hardware and network problem resolution to all Cardiology Consultants of Philadelphia (CCP) computer users by performing question/problem diagnosis and guiding users through step-by-step solutions; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist Network Technicians; troubleshoot problems; pass more complex end-user problems on to Network Technicians; conduct hardware and software inventory database maintenance and reporting; and perform related work as required.

Responsibilities

• Identifies, diagnoses, and resolves problems for users of personal computers (Desktops, Laptops, Tablets, and Smart Phones) software and hardware, CCP network, the Internet and new computer technology in a call center/on-site environment; communicates solutions to end-users.
• Provides one-on-one end-user problem resolution over the phone or in person for CCP approved Personal Computer (PC), Laptop, Tablet, Smart Phone software.
• Delivers, tags, sets up, and assists in the configuration of end-user PC desktop, Laptop, Tablet, Smart Phone hardware, software and peripherals.
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, dial-in, and local-area network access problems.
• Performs desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
• Assists Network Technicians in creating materials for end-user frequently asked questions (FAQs)
• Must be able to provide good customer service through: phone, emails and in person.
• Other duties as assigned

Requirements

• Proficiency in Microsoft Windows, Microsoft Office, Printers, Scanners and Smart Phones.
• Intermediate knowledge in hardware and networking.
• Ability to provide excellent customer service and public relations outreach.
• Proven ability to effectively manage multiple priorities and meet deadlines.
• Evidence of flexibility and problem‐solving skills.
• Demonstrated ability to excel both independently and as a team member in a lively, collaborative environment.
• Excellent written and verbal communications skills with a demonstrated ability to make difficult concepts easy to understand.
• Will be part of the on-call/first-call rotation and will rotate the on-call/first-call responsibility every 7-8 weeks. Off-hours support, 24x7, will also be required during the same 7-day period. This responsibility entails responding to off-hours calls for 24x7 support systems, and either resolving the problem or escalating to the necessary technician, engineer, or manager
• 1-3 years experience preferred

Additional Requirements

• Must be able to sit for prolonged periods of time in front of a computer.
• Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking
• Must be able to travel to remote locations throughout the Philadelphia area.
• Must have an even temperament.
• Ability to travel to site locations with personal vehicle. Legal and up-to-date Driver's license is required.

Benefits:

Cardiology Consultants of Philadelphia provides medical, vision, dental, 401k, profit sharing, LTD, generous PTO, and paid holiday time.

*If you are hired, and assuming your employment is in good standing, you will receive the sign-on bonus. The bonus will be paid to you no later than 30 days following your start date. In the event that you voluntarily terminate your employment or the Company terminates your employment for cause within 6 months of your date of hire, you will be required to repay the full amount of your sign-on bonus.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.