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IS Support Analyst I

  • Location: Philadelphia, PA, United States
  • Salary: 22.0-23.0$ per hour +
  • Job Type:Contract

Posted 28 days ago

  • Sector: Information Technology
  • Contact: Shannon Block
  • Contact Email:
  • Contact Phone: 6466520976
  • Start Date: 03/29/2021
  • Job Ref: 21-05118
Demonstrates basic knowledge of Tier 1 service level support as relates to addressing Hardware PCor EndUser Devices amp peripheral equipment and application softwareand operating system issues 2 Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure 3 Demonstrates sufficient knowledge of call log tracking to record accurately all needed information4 Tracks all customer service items to completion 5 Evaluates customer service issue to determine level of service needed 6 Resolves all Tier 1 issues 7 Escalates Tier 2 issues to appropriate resource 8 Maintains and increases knowledge of IS application hardware mobile devices and multiple operating system platforms 9 Works under direct
Job Responsibilities 1 Provides laserlike focus on customer service and satisfaction with some knowledge and experience of incident management problem management and change management processes practices and procedures 2 Serves as the first point of contact for the IS Department and act sas a liaison between the client community and the rest of the IS Department 3Adheres to Service Desk standards processes and systems required to deliver consistent
high quality customer service 4 Diagnoses and resolves problems which may involve hardware packaged software proprietary software and peripheral equipment over the phone via remote control tools or
onsite 5 Maintains strong technical skills to provide prompt support for customers to determine
problems and provide resolutions 6 Manages Level 1 queues and recommends new queues to insure proper categorization and assignment of issues Coordinates queues for siteservice working with various stakeholder groups 7 Provides recommendations on how to improve the quality of service as well as reducing
repeat incidents

Able to perform effectively in a team environment as well as with little direct supervision
bull Customer service oriented team player with firstrate communication documentation
organizational problem solving written and verbal skills
bull Ability to understand analyze and resolve problems while on the phone or onsite with
bull 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
bull Ability to analyze and solve problems by investigating and implementing predefined
potential solutions using troubleshooting skills
bull Working knowledge of the TCPIP protocol suite
bull Medical terminology helpful and previous medical EUD or Service Desk level 2 support
background preferred
A Certification Preferred