Lead Help Desk Analyst

Temple University Health System • Philadelphia, PA

16d • Onsite

About The Position

Leads team members, providing guidance and collaborating with the business and staff. Provides technical support and troubleshooting assistance to end-users. Identify, diagnose, categorize and troubleshoot Tier 1 problems and advises on appropriate action. If necessary, redirects problems or request to appropriate personnel for resolution. Informs management of recurring problems. Documents, resolves, and follows up on end user incidents and request 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 the Help Desk activities, including documentation on incident resolution, customer support responsiveness, and the logging of service request. Coordinates activities with help desk staff and assists with scheduling to ensure the help desk is operational during scheduled hours. This position is on-site Monday-Friday at Temple Heath Old Dental School- 3223 N Broad St, Philadelphia, PA 19140.

Requirements

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

Responsibilities

• Leads team members, providing guidance and collaborating with the business and staff.
• Provides technical support and troubleshooting assistance to end-users.
• Identify, diagnose, categorize and troubleshoot Tier 1 problems and advises on appropriate action.
• Redirects problems or request to appropriate personnel for resolution if necessary.
• Informs management of recurring problems.
• Documents, resolves, and follows up on end user incidents and request utilizing Help Desk tracking tools and collaborating with other team members and departments.
• Follows established Help Desk policies and procedures.
• Utilizes an automated system to support the Help Desk activities, including documentation on incident resolution, customer support responsiveness, and the logging of service request.
• 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