Job Details

Job Title: Support Analyst I

Location: Philadelphia, PA 19104

Duration: 3 months with the possibility of extension

Job Summary:

Demonstrates basic knowledge of Tier 1 service level support as relates to addressing Hardware (PCor End-User Devices & peripheral equipment), and application software, and operating system issues.

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 issue to determine level of service needed.

Resolves all Tier 1 issues.

Escalates Tier 2 issues to appropriate resource.

Maintains and increases knowledge of hospital IS application, hardware, mobile devices and multiple operating system platforms

Works under direct supervision to accomplish daily assignments in support of team initiatives.

Job Responsibilities:

A Support Analyst I: 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 DTS Department and acts as a liaison between the client community and the rest of the DTS 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 insure 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 Education: High school degree.

Required Certifications & Licensure: A+ Certification.

Preferred Certifications & Licensure: ACSP. -MCP. -MCSA. -ITIL Foundations. -CCNA. -Lexmark & Lenovo Self Maintainer.

Project deployment experience (REQUIRED)

Deploying of PC's, printer (IT Equipment)

Car ( REQUIRED – contractor will need to travel to offsite locations- position is 100% onsite)

Hospital experience

A+ certification

3-5 Years' experience

Printer support

EEO: “Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”