Specialist I Solution Center

Jefferson Health Plans • Philadelphia, PA

2d • Onsite

About The Position

Provides technical assistance and support to end users across the organization. Troubleshoots hardware and software issues; triages, escalates, or resolves technical problems; maintains relevant knowledge-base documentation; and supports the smooth operation of Jefferson systems. Responds to user inquiries, provides guidance on technology tools, manages support tickets, and collaborates with other IS&T teams to implement solutions. Follows organizational and regulatory cybersecurity and compliance policies while carrying out service desk activities, supporting a positive user experience, productivity, and effective use of technology resources.

The role delivers routine, well-defined work according to established procedures and instructions. Issues are generally routine and have prescribed solutions. Communication is typically with contacts within the immediate job area and involves exchanging information requiring little explanation or interpretation.

Requirements

• High school diploma or GED.
• Less than one year of related work experience.

Nice To Haves

• Strong knowledge of troubleshooting personal computers, mobile devices, and network connectivity issues.
• Ability to work effectively in a collaborative team environment while remaining self-motivated and disciplined in completing tasks.
• Strong attention to detail and analytical skills to interpret data, identify problems, and develop solutions.
• Ability to manage multiple and changing priorities in a fast-paced environment while delivering high-quality results.

Responsibilities

• Provide support for software, hardware, security, and network problems and questions through multiple customer contact channels.
• Document service desk activity in the service management system according to standard procedures and established guidelines for cybersecurity, customer service, documentation quality, and response speed.
• Coordinate with other IS&T team members to escalate and resolve issues promptly according to priority and severity.
• Document resolutions and contribute to knowledge-base content covering common problems, questions, and troubleshooting steps.
• Participate in continuous improvement efforts to improve IS&T and service desk systems and workflows.

Benefits

• Medical insurance, including prescription coverage
• Supplemental insurance
• Dental insurance
• Vision insurance
• Life and AD&D insurance
• Short- and long-term disability insurance
• Flexible spending accounts
• Retirement plans
• Tuition assistance
• Voluntary benefits, including access to group insurance rates and discounts
• Tuition discounts at Thomas Jefferson University after one year of full-time service or two years of part-time service
• Medical insurance, including prescription coverage, for colleagues working less than part-time, including per diem colleagues, adjunct faculty, and Jeff Temps

What This Job Offers

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