Sr. Help Desk Analyst

Job Summary

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 using Help Desk tracking tools, and collaborates with other team members and departments.

Responsibilities

• Identify, diagnose, categorize and troubleshoot Tier 1 problems and advise 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
• Collaborates with other team members and departments

Requirements

• Bachelor's Degree in Computer Science, Information Systems, or related field Required or Combination of relevant education and experience may be considered in lieu of degree
• Required Experience: 3 years experience with Help Desk operations with a PC orientation, PC support activities, and customer support role with extensive application knowledge
• Required Experience: 3 years experience with Windows operating systems, common PC applications including but not limited to MS Office Suite
• General Experience: In a Hospital Environment Preferred

Qualifications

• Education: Bachelor's Degree in Computer Science, Information Systems, or related field Required or Combination of relevant education and experience may be considered in lieu of degree
• Experience: 3 years experience with Help Desk operations with a PC orientation, PC support activities, and customer support role with extensive application knowledge
• Experience: 3 years experience with Windows operating systems, common PC applications including but not limited to MS Office Suite
• General Experience: In a Hospital Environment Preferred

Skills

• Technical Support
• Problem Solving
• Customer Service
• Documentation
• Windows Operating Systems
• MS Office Suite

Benefits

N/A

Pay

N/A

Schedule

N/A

Location

This position is on-site Monday-Friday at Temple Health Old Dental School - 3223 N Broad St, Philadelphia, PA 19140.