Support Analyst I

The Support Analyst I serves as the first point of contact for the IS/DTS Department, providing Tier 1 technical support for end-user devices, hardware, software, printers, and operating systems. This role focuses heavily on customer service, issue resolution, incident tracking, and escalation support in a healthcare environment., * Provide Tier 1 support for:

• PCs/laptops
• Printers
• Mobile devices
• Peripheral equipment
• Application software
• Operating systems
• Diagnose and resolve hardware/software issues:
• Over phone
• Via remote tools
• Onsite support
• Support deployment, imaging, upgrading, auditing, licensing, and compliance of Microsoft systems
• Maintain technical knowledge across hardware, software, networking, and telecommunications

Incident & Service Management

• Log and track all service requests accurately
• Manage Level 1 ticket queues
• Resolve Tier 1 incidents and escalate Tier 2 issues appropriately
• Track customer issues through resolution
• Follow incident, problem, and change management processes
• Recommend improvements to reduce recurring issues

Customer Service

• Deliver high-quality customer support and user satisfaction
• Act as liaison between users and IS/DTS teams
• Communicate effectively with end users and stakeholders
• Ensure adherence to Service Desk standards and procedures

Compliance & Security

• Follow enterprise and departmental information security policies
• Support compliance with:
• HIPAA
• Healthcare accreditation standards
• State and federal regulations
• Protect confidential patient and financial information

Do you have experience in Windows?, Do you have a High school diploma or GED?, The ideal candidate will have hands-on experience with PC and printer deployments, strong troubleshooting abilities, excellent communication skills, and prior hospital or healthcare IT experience., * 3-5 years of IT Support / Service Desk / End User Device (EUD) experience

• Experience deploying:
• PCs/Laptops
• Printers
• IT equipment
• Strong printer support experience
• Hospital or healthcare IT experience REQUIRED
• CompTIA A+ Certification REQUIRED
• Must own a car and be willing to travel between onsite locations
• Strong customer service and communication skills
• Experience supporting:
• Windows operating systems
• Hardware & peripherals
• Networking basics (TCP/IP)
• Remote support tools
• Ability to work independently and in team environments

Preferred Qualifications

• CompTIA Network+
• CompTIA Security+
• ITIL Foundations
• MCP / MCSA
• CCNA
• ACSP
• Lexmark & Lenovo Self Maintainer Certifications
• Previous CHOP experience
• Military background
• Participation in organized sports, * Troubleshooting and analytical skills
• Strong verbal and written communication
• Organizational and documentation skills
• Customer-focused mindset
• Ability to follow established processes
• Working knowledge of:
• TCP/IP
• Windows environments
• Printers and peripherals
• Networking and telecom hardware

EducationRequired

• High School Diploma or equivalent

Preferred

• Technical school diploma
• Some college coursework

Pay: $29.75 per hour

Experience:

• Hospital or healthcare IT: 1 year (Required)
• IT Support / Service Desk / End User Device (EUD): 4 years (Required)

License/Certification:

• CompTIA Network+ (Required)
• CompTIA A+ Certification (Required)

$29.75 an hour - Full-time, Contract