Title: IT Support Technician Location: Philadelphia, PA 19104 Type: Contract (through end of year + extensions) Pay: 20-24 per hour W-2
Support Analyst – End-User Device Support Job Summary
The IT Support Technician provides Tier 1 technical support for end-user devices, peripheral equipment, software applications, mobile devices, and operating systems. This individual serves as the first point of contact for the IT department and supports users by phone, through remote-support tools, and in person.
The role requires strong customer service, troubleshooting, documentation, and organizational skills. The Support Analyst will manage incidents through completion, resolve Tier 1 issues, escalate more complex problems, and support technology deployments across multiple hospital campuses.
Key Responsibilities
Provide Tier 1 support for PCs, printers, mobile devices, peripheral equipment, software applications, and operating systems.
Diagnose and resolve technical issues by phone, through remote-control tools, and onsite.
Deploy, configure, image, upgrade, and support PCs, printers, and other IT equipment.
Evaluate service requests to determine the appropriate support level and escalate Tier 2 issues when necessary.
Accurately document incidents, service requests, troubleshooting steps, and resolutions in the ticketing system.
Track all assigned incidents and service requests through completion.
Manage Level 1 queues and ensure tickets are properly categorized, prioritized, and assigned.
Coordinate support queues across sites and services in partnership with relevant stakeholder groups.
Serve as a liaison between the user community and other IT teams.
Follow established incident, problem, and change-management processes.
Recommend improvements that enhance service quality and reduce recurring incidents.
Maintain current knowledge of internal applications, hardware, mobile devices, networking, and supported operating systems.
Follow all organizational and IT information-security policies, procedures, and standards.
Support compliance with healthcare regulations governing patient, financial, and other confidential information.
Work independently and collaboratively to complete daily assignments and team initiatives.
Required Qualifications
1+ years of end-user device, desktop, or Service Desk support experience.
Experience supporting technology projects and deploying PCs, printers, and related IT equipment.
Previous technical support experience within a hospital or healthcare environment.
CompTIA A+ certification.
High school diploma or equivalent.
Reliable transportation and the ability to travel between hospital campuses and offsite locations.
Working knowledge of Microsoft technologies, including security, imaging, deployment, upgrades, licensing, auditing, compliance, and system functionality.
Working knowledge of TCP/IP networking.
Strong troubleshooting skills and the ability to resolve issues remotely or onsite.
Excellent customer service, communication, documentation, organization, and problem-solving skills.
Ability to work effectively in a team environment and with limited direct supervision.
Numbers & Facts
Location
Philadelphia, PA
Salary
$20–$24 Per Hour
Skills
Analysis Skillsunmatched
Auditingunmatched
CompTIA A+unmatched
Customer Support/Serviceunmatched
Desktop Administrationunmatched
Desktop PCunmatched
Documentationunmatched
Establish Prioritiesunmatched
Healthcareunmatched
Help Deskunmatched
High School Diplomaunmatched
Hospitalunmatched
Identify Issuesunmatched
Licensingunmatched
Maintenance Servicesunmatched
Microsoft Product Familyunmatched
Mobile Applicationsunmatched
Mobile Devicesunmatched
Mobile Operating Systemunmatched
Network System Hardwareunmatched
Operating Systemsunmatched
Organizational Skillsunmatched
Peripheral Hardwareunmatched
Printersunmatched
Problem Solving Skillsunmatched
Regulatory Complianceunmatched
TCP/IP (Transmission Control Protocol/Internet Protocol)unmatched
Team Playerunmatched
Technical Supportunmatched
Telecommunications Equipmentunmatched
Willing to Travelunmatched
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