Job Description

Seeking two qualified candidates for an IT Analyst I role 90% remote with some onsite requirements in Millbourne, PA.

REQUIREMENTS:

90% remote 10% onsite at the SLC in Millbourne, PA.

Hours: Position 1: M-F 8:00a-4:30p Position 2: Sun-Thurs 8a-4:30p

SKILLSET:

1. Demonstrates basic knowledge of Tier 1 service level support as relates to addressing Hardware (PCor End-User Devices & peripheral equipment), and application software and operating system issues.

2. Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure.

3. Demonstrates sufficient knowledge of call log tracking to record accurately all needed information.

4. Tracks all customer service items to completion.

5. Evaluates customer service issue to determine level of service needed.

6. Resolves all Tier 1 issues.

7. Escalates Tier 2 issues to appropriate resource.

8. Maintains and increases knowledge of CHOP IS application, hardware, mobile devices and multiple operating system platforms

JOB RESPONSIBILITIES:

1. Provides focus on customer service and satisfaction with knowledge and experience of incident management, problem management and change management processes, practices and procedures.

2. 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

3. Adheres to Service Desk standards, processes and systems required to deliver consistent high quality customer service

4. 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.

5. Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions

6. Manages Level 1 queues and recommends new queues to insure proper categorization and assignment of issues. Coordinates queues for site/service, working with various stakeholder groups.

7. Provides recommendations on how to improve the quality of service as well as reducing repeat incidents

#INDINT

1152593

Job Type: Full-time

Pay: $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: Remote

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