Support Analyst I

Support Analyst I

Our client is seeking a Support Analyst I who demonstrates basic knowledge of Tier 1 service level support as relates to addressing hardware (PC or end-user devices and peripheral equipment), application software, and operating system issues. The ideal candidate will have service desk experience as well as project deployment experience (PCs, printers, IT equipment) in a hospital setting.

Key Accountabilities

• Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure.
• Demonstrates sufficient knowledge of call log tracking to record accurately all needed information.
• Tracks all customer service items to completion.
• Evaluates customer service issues to determine level of service needed.
• Resolves all Tier 1 issues.
• Escalates Tier 2 issues to appropriate resource.
• Maintains and increases knowledge of IS application, hardware, mobile devices, and multiple operating system platforms
• Works under direct supervision to accomplish daily assignments in support of team initiatives
• 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 acts 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 ensure 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

• Experience in deploying PCs/printers/IT equipment is required.
• A+ certification is required.
• Network+ and Security+ certifications (CompTIA) are preferred.
• High school degree required.
• Some college, technical school diploma, or equivalent is preferred.
• 3 to 5 years of experience, with at least 1 year of experience providing EUD support, Service Desk support, or equivalent experience/knowledge.
• Car is required to travel to offsite locations.
• 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.
• Medical terminology helpful and previous medical EUD or Service Desk level 2 support background preferred.
• Preferred certifications : ACSP, MCP, MCSA, ITIL Foundations, CCNA, and/or Lexmark & Lenovo Self Maintainer.

Partner's Consulting is an award-winning IT Consulting and Recruiting firm based in the Philadelphia area. We've built personal relationships with our clients over many years and work directly with decision makers on all open positions. Our core values are focused on the highest level of professional dedication to our client's requirements coupled with our desire to partner with highly qualified talent for joint success.