DTS Support Analyst I

Children's Hospital of Philadelphia • Philadelphia, PA

1d • $25 - $31 • Remote

About The Position

Seeking Breakthrough Makers Children’s Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation. At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care—and your career. CHOP does not discriminate on the basis of race, color, sex, national origin, religion, or any other legally protected categories in any employment, training, or vendor decisions or programs. CHOP recognizes the critical importance of a workforce rich in varied backgrounds and experiences and engages in ongoing efforts to achieve that through equally varied and non-discriminatory means.

A Brief Overview
1. 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.
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 information.
4. 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 CHOP IS application, hardware, mobile devices and multiple operating system platforms
9. Works under direct supervision to accomplish daily assignments in support of team initiatives.
The work is done fully remotely but the person in this role must live within a commutable distance to our Main Hospital location for cyber contingency purposes.

What you will do
A Support Analyst I:
1. 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.
2.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
3. Adheres 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 on-site.
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 site/service, working with various stakeholder groups.
7. Provides recommendations on how to improve the quality of service as well as reducing repeat incidents.

Requirements

• At least one (1) year Experience providing EUD support, Service Desk support or equivalent experience/knowledge.
• 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.

Nice To Haves

• Technical Diploma
• Medical terminology helpful
• previous medical EUD or Service Desk level 2 support background preferred.
• A+ Certification - CompTIA
• Network+ Certification - CompTIA
• Security+ Certification - CompTIA

Responsibilities

• 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.
• 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.

Benefits

• As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must receive an annual influenza vaccine.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED