IT Support Analyst - Contract

TalentBurst, Inc.

Philadelphia, PA

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JOB DETAILS

SALARY

$27–$30 Per Hour

SKILLS

Analysis Skills, Auditing, Call Monitoring, Change Management, Consumer Software, Contract Analysis, Customer Relations, Customer Service Evaluation, Customer Support/Service, Documentation, Identify Issues, Incident Management, Licensing Compliance, Medical Terminology, Microsoft Product Family, Mobile Devices, Multiplatform/Cross-Platform, Network System Hardware, Operating Systems, Organizational Skills, Peripheral Hardware, Presentation/Verbal Skills, Printers, Problem Solving Skills, Process Development, QoS (Quality of Service), Quality Management, Record Keeping, Resolve Customer Issues, TCP/IP (Transmission Control Protocol/Internet Protocol), Team Player, Technical Support, Telecommunications Equipment, Writing Skills

LOCATION

Philadelphia, PA

POSTED

Today

Title: IT Support Analyst I
Location: Philadelphia, PA 19104 (Onsite)
Duration: 3 Months Contract (high potential to extend)
Summary:

Tracks all customer service items to completion.
Evaluates customer service issues to determine the 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.
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 IS Department and acts as a liaison between the client community and the rest of the IS 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 ensure 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.

Required Skills & Experience:

At least two (2) years of 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 a 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.
Demonstrates basic knowledge of Tier 1 service level support as relates to addressing Hardware (PC or End-User Devices & peripheral equipment), and application software, and operating system issues.
Demonstrates sufficient knowledge of call log tracking to record accurately all needed information.
Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure.

Preferred Skills & Experience:

Medical terminology helpful, and previous medical EUD or Service Desk level 2 support background.

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About the Company

TalentBurst, Inc.

For over 20 years, TalentBurst Inc. has been an award-winning provider of cutting-edge Workforce Management Solutions. With a strong commitment to staying ahead in the tech landscape, we pioneer innovative approaches to talent acquisition. Our expertise spans Life Sciences, and Healthcare Staffing, Banking, Financial, IT, and Engineering, as well as Global Employer of Record (EOR), Agent of Record (AOR), State, Local Government and Education (SLED), and IC validation/compliance services. Additionally, our division, TalentProcure, leads the industry with offerings such as High Hazard Payroll, Managed Services, and Vendor on Premise (VOP) solutions.

Due to our prioritization of excellent standards, we are Joint Commission Certified and are a certified Minority Business Enterprise (MBE) in the USA and Canada. Supporting over 130 Fortune 500 companies globally, we excel in navigating the landscape of talent acquisition. In a world of constant change, we embrace developing people-centric solutions that address the unique demands of our clients. Stay connected by visiting our website and following us on social media!

COMPANY SIZE

5,000 to 9,999 employees

INDUSTRY

Staffing/Employment Agencies

FOUNDED

2002

WEBSITE

http://www.talentburst.com/

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