Lead Help Desk Analyst

Temple University Health System • Philadelphia, PA

15d • Onsite

About The Position

Temple Health is committed to setting new standards for preventing, diagnosing, and treating major diseases. They aim to achieve this by investing in employee success through staff and leadership development. Their recruitment strategy focuses on attracting and retaining a diverse, high-performing workforce that fosters a healthy, safe, and productive environment. Temple Health is a dynamic network of hospitals, specialty centers, and physician practices advancing medical science and educating future healthcare professionals. It includes Temple University Hospital, Fox Chase Cancer Center, TUH-Jeanes Campus, TUH-Episcopal Campus, TUH-Northeastern Campus, Temple Physicians, Inc., and Temple Transport Team, and is affiliated with the Lewis Katz School of Medicine at Temple University. They are continuously recruiting top talent for their diverse workforce of 10,000 employees.

Requirements

• Bachelor's Degree in Computer Science or related field (or combination of relevant education and experience)
• 2 years Lead experience
• 5 years experience and knowledge of Help Desk operations with a PC orientation, PC support activities, and customer support role with extensive application knowledge
• 5 years experience with Windows operating systems, common PC applications including but not limited to MS Office Suite

Responsibilities

• Leads team members, providing guidance and collaborating with the business and staff.
• Provides technical support and troubleshooting assistance to end-users.
• Identifies, diagnoses, categorizes, and troubleshoots Tier 1 problems and advises on appropriate action.
• Redirects problems or requests to appropriate personnel for resolution if necessary.
• Informs management of recurring problems.
• Documents, resolves, and follows up on end-user incidents and requests utilizing Help Desk tracking tools and collaborating with other team members and departments.
• Follows established Help Desk policies and procedures and utilizes an automated system to support Help Desk activities, including documentation on incident resolution, customer support responsiveness, and the logging of service requests.
• Coordinates activities with help desk staff and assists with scheduling to ensure the help desk is operational during scheduled hours.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level