DTS Support Analyst I

SHIFT:

Seeking Breakthrough Makers

Children's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care-and your career.

CHOP's Commitment to Diversity, Equity, and Inclusion

CHOP is committed to building an inclusive culture where employees feel a sense of belonging, connection, and community within their workplace. We are a team dedicated to fostering an environment that allows for all to be their authentic selves. We are focused on attracting, cultivating, and retaining diverse talent who can help us deliver on our mission to be a world leader in the advancement of healthcare for children.

We strongly encourage all candidates of diverse backgrounds and lived experiences to apply.

A Brief Overview
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
9. Works under direct supervision to accomplish daily assignments in support of team initiatives.

What you will do

• A Support Analyst I:
• 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 DTS Department and acts as a liaison between the client community and the rest of the DTS 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 insure 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.

Schedule

• Sunday - Thursday, 4:00pm - 12:30am
  • Work week begins Sunday at 4:00pm and end 12:30am on Thursday night going into Friday morning.

Location

• The team works fully remotely but team members must work within a commutable distance from CHOP's Philadelphia offices in the event that on site work is needed on short notice.

Education Qualifications

• High School Diploma / GED Required
• Technical Diploma Preferred

Experience Qualifications

• At least one (1) year Experience providing EUD support, Service Desk support or equivalent experience/knowledge. Preferred

Skills and Abilities

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

Licenses and Certifications

• A+ Certification - CompTIA - - Preferred
• Network+ Certification - CompTIA - - Preferred
• Security+ Certification - CompTIA - - Preferred

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must be fully vaccinated against COVID-19 and receive an annual influenza vaccine. Learn more.

Employees may request exemptions for valid religious and medical reasons. Start dates may be delayed until candidates are immunized or exemption requests are reviewed.

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