DTS Support Analyst II

Children's Hospital of Philadelphia•Millbourne, PA

1d•$30 - $39

About The Position

The DTS Support Analyst II provides Tier 1 and Tier 2 support for hardware, end-user devices and peripherals, application software, and operating systems. The role offers technical guidance and informal training to customers using CHOP Information Services hardware and software, and uses support databases and call-tracking systems to resolve problems. It troubleshoots issues using root cause analysis and other advanced tools and techniques, creates documentation and checklists for future support, and maintains knowledge of CHOP DTS applications, hardware, mobile devices, and operating system platforms. The analyst works collaboratively and helps train and support Support Analyst I colleagues. The position handles work of greater complexity than a Support Analyst I. It contributes to Service Desk standards, processes, and systems; tracks individual and team metrics; maintains the Service Desk database; and manages or defines queues to support accurate categorization and assignment. It also researches and tests solutions to complex issues, documents resolutions, and presents and teaches those solutions to coworkers and clients. Employees who work in patient-care buildings or have patient-facing responsibilities must receive an annual influenza vaccine as a condition of employment.

Requirements

High School Diploma or GED.
At least two years of experience providing EUD support, Service Desk support, or equivalent experience or knowledge.
Ability to work effectively in a team and with little direct supervision.
Customer-service orientation and strong communication, documentation, organizational, problem-solving, written, and verbal skills.
Ability to understand, analyze, and resolve problems by phone or on-site with users.
Working knowledge of equipment and software including printers, terminals, PCs, networking, and telecommunications hardware.
Knowledge and understanding of Microsoft software issues, including security, deployment, imaging, auditing, licensing, compliance, deployment and upgrading, features, and functionality.
Ability to follow established processes and recommend 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.
Understand and comply with applicable information security policies, procedures, and standards.

Nice To Haves

Technical Diploma.
Medical terminology.
Previous medical EUD or Service Desk Level 2 support background.
Preferred CompTIA certifications: ITF+, A+, Network+, Security+, Cloud+, Linux+, Server+, CySA+, PenTest+, CASP+, Data+, DataSys+, Cloud Essentials+, and Project+.

Responsibilities

Provide Tier 1 and Tier 2 support for hardware, end-user devices, peripherals, application software, and operating system issues.
Provide technical guidance, advice, and informal training to customers using CHOP IS hardware and software.
Use support databases and call-tracking systems to enhance problem resolution.
Troubleshoot problems and restore systems using root cause analysis and advanced tools and techniques.
Develop checklists, guides, and documentation for future support issues.
Maintain and increase knowledge of CHOP DTS applications, hardware, mobile devices, and multiple operating system platforms.
Share information and train Support Analyst I associates; assist Level I analysts with support issues.
Assist in developing and implementing Service Desk standards, processes, and systems for consistent, high-quality customer service.
Maintain and report individual and team metrics using tools such as Magic TTS, and maintain the Service Desk database.
Manage current queues and define new queues to ensure proper categorization and assignment of issues.
Research and develop testing solutions for complicated issues, document resolutions, and present and train coworkers and clients on them.
Comply with enterprise and IS departmental information security policies, procedures, and standards.
Support integration of information security into the development, design, and implementation of Hospital Technology Resources that process, transmit, or store CHOP information.
Support compliance activities related to applicable state and federal requirements, healthcare accreditation standards, and other regulations governing confidential information.