IT Support Technician

Title: IT Support Technician
Location: Philadelphia, PA 19104
Type: Contract (through end of year + extensions)
Pay: 20-24 per hour W-2


Support Analyst - End-User Device Support
Job Summary
The IT Support Technician provides Tier 1 technical support for end-user devices, peripheral equipment, software applications, mobile devices, and operating systems. This individual serves as the first point of contact for the IT department and supports users by phone, through remote-support tools, and in person.

The role requires strong customer service, troubleshooting, documentation, and organizational skills. The Support Analyst will manage incidents through completion, resolve Tier 1 issues, escalate more complex problems, and support technology deployments across multiple hospital campuses.


Key Responsibilities

• Provide Tier 1 support for PCs, printers, mobile devices, peripheral equipment, software applications, and operating systems.
• Diagnose and resolve technical issues by phone, through remote-control tools, and onsite.
• Deploy, configure, image, upgrade, and support PCs, printers, and other IT equipment.
• Evaluate service requests to determine the appropriate support level and escalate Tier 2 issues when necessary.
• Accurately document incidents, service requests, troubleshooting steps, and resolutions in the ticketing system.
• Track all assigned incidents and service requests through completion.
• Manage Level 1 queues and ensure tickets are properly categorized, prioritized, and assigned.
• Coordinate support queues across sites and services in partnership with relevant stakeholder groups.
• Serve as a liaison between the user community and other IT teams.
• Follow established incident, problem, and change-management processes.
• Recommend improvements that enhance service quality and reduce recurring incidents.
• Maintain current knowledge of internal applications, hardware, mobile devices, networking, and supported operating systems.
• Follow all organizational and IT information-security policies, procedures, and standards.
• Support compliance with healthcare regulations governing patient, financial, and other confidential information.
• Work independently and collaboratively to complete daily assignments and team initiatives.

Required Qualifications

• 1+ years of end-user device, desktop, or Service Desk support experience.
• Experience supporting technology projects and deploying PCs, printers, and related IT equipment.
• Previous technical support experience within a hospital or healthcare environment.
• CompTIA A+ certification.
• High school diploma or equivalent.
• Reliable transportation and the ability to travel between hospital campuses and offsite locations.
• Experience supporting PCs, printers, terminals, peripheral devices, networking equipment, and telecommunications hardware.
• Working knowledge of Microsoft technologies, including security, imaging, deployment, upgrades, licensing, auditing, compliance, and system functionality.
• Working knowledge of TCP/IP networking.
• Strong troubleshooting skills and the ability to resolve issues remotely or onsite.
• Excellent customer service, communication, documentation, organization, and problem-solving skills.
• Ability to work effectively in a team environment and with limited direct supervision.