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Posted: Saturday, February 3, 2018 2:29 AM

Req ID:14941
Shift: Rotating
Employment Status:AF : Active : Regular : Full Time
Job Summary 13;
:Demonstrates basic knowledge of both Tier 1 and Tier 2 service level support as relates to addressing Hardware (PC or End:User Devices and peripheral equipment), and application software, and operating system issues.
:Provides technical guidance, advice and informal training for customers using CHOP IS hardware and software.
:Demonstrates knowledge of support databases and call tracking systems to enhance problem resolution.
:Troubleshoots problems and restores systems using root cause analysis and other advance tools and techniques.
:Develops checklists, guides, and documentation to assist in future support issues.
:Maintains and increases knowledge of all CHOP IS application, hardware, mobile devices and multiple operating system platforms.
:Works in a team setting, sharing information and training Support Analyst I associates
:Exhibits the ability to aid Level I Support Analysts in solving support issues. 13;
Job Responsibilities 13;
The responsibilities of a Support Analyst II encompass identical responsibilities as a Support Analyst I, but with a greater degree of complexity. A Support Analyst II also:
:Assists in the development and implementation of Service Desk standards, processes and systems required to deliver consistent high quality customer service.
:Maintains and report on individual and team metrics via tools such as Magic TTS and maintains Service Desk database.
:Manages current queues and defines new queues to insure proper categorization and assignment of issues.
:Researches and develops testing solutions to complicated issues, documenting the resolutions then presenting and training coworkers and clients.

This position will have rotating shifts. A flexible schedule and hours will be necessary.

Required Licenses, Certifications, Registrations 13;
A+ Certification 13;
Required Education and Experience 13;
:High school degree / GED required
:Minimum 2:3 years experience providing EUD support, Service Desk support or equivalent experience/knowledge 13;
Preferred Education, Experience and Cert/Lic 13;
:ACSP, MCP, MCSA, ITIL Foundations, CCNA, Lexmark and Lenovo Self Maintainer
:Some College preferred.
:Technical School Diploma or equivalent preferred. 13;
Additional Technical Requirements 13;
: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. 13;
All CHOP employees who work in a patient building or who provide patient care are required to receive an annual influenza vaccine unless they are granted a medical or religious exemption.
Childrens Hospital of Philadelphia is committed to providing a safe and healthy environment for its patients, family members, visitors and employees. In an effort to achieve this goal, employment at Childrens Hospital of Philadelphia, other


• Location: South Jersey

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