IS Support Analyst I – 21481 Job Vacancy in Children’s Hospital of Philadelphia Philadelphia, PA 19104 – Latest Jobs in Philadelphia, PA 19104 – updated today

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Company Name : Children’s Hospital of Philadelphia
Location : Philadelphia, PA 19104
Position : IS Support Analyst I – 21481

Job Description : Location: LOC_HOME-Home/Remote Office Location

Req ID: 174831

Shift: Days

Employment Status: Regular – Full Time

This role is eligible for a hybrid work option!

About Us
We’re seeking breakthrough makers! Children’s Hospital of Philadelphia was built on the belief that we can change lives. Today, in every role throughout our hospital, research institute and care network, the 22,000 members of our workforce are finding new ways – big and small – to make a difference for the patients and families we serve.

If you are ready to challenge yourself, be inspired and grow – no matter what your role – you just may be the kind of breakthrough maker who will thrive at CHOP.

CHOP is proud to share that we are ranked No. 1 on Forbes’ 2022 list of America’s Best Large Employers!

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 CHOP 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 IS Department and act sas 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 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 and Experience

Required Education: High school degree / GED required.

Required Experience: At least two (2) years of experience providing EUD support, Service Desk support or equivalent experience/knowledge.

Preferred Education, Experience & Cert/Lic

Preferred Education: Some College preferred. Technical School Diploma or equivalent

Preferred Licenses/certificates/registrations: ACSP, MCP, MCSA, ITIL Foundations, CCNA, Lexmark & Lenovo Self Maintainer, A+ Certification

Additional Technical Requirements

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.

To carry out its mission, it is of critical importance for the Children’s Hospital of Philadelphia (CHOP) to keep our patients, families and workforce safe and healthy and to support the health of our global community. In keeping with this, CHOP has mandated all workforce members on site at any CHOP location for any portion of their time be vaccinated for COVID-19 as a condition of employment. This mandate also applies to workforce members performing work for CHOP at non-CHOP locations. Additionally, all workforce members based in or regularly scheduled to work at any New Jersey location are mandated to be both vaccinated and boosted for COVID-19, with booster timing consistent with applicable guidelines. The CHOP COVID-19 vaccine mandate is in alignment with applicable local, state and federal mandates. CHOP also requires all workforce members who work in patient care buildings or who provide patient care to receive an annual influenza vaccine. Employees may request exemption consideration for CHOP vaccine requirements for valid religious and medical reasons. Please note start dates may be delayed until candidates are fully immunized or valid exemption requests are reviewed. In addition, candidates other than those in positions with regularly scheduled hours in New Jersey, must attest to not using tobacco products.

EEO / VEVRAA Federal Contractor

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