IT Support Analyst

  • Location: Jamison, Pennsylvania
  • Type: Contract To Hire
  • Job #156420

firstPRO is seeking a qualified IT Support Analyst for our client, a large healthcare organization located out of Jamison, PA. They are seeking an individual with experience in root cause analysis that has complex technical problem-solving skills to diagnose, evaluate, and troubleshoot problems. The ideal candidate will provide advanced technical support to end users, with a focus on in-depth technical triage of incidents related to a wide variety of technical or usability hardware and software issues.


IT Support Analyst


Job Details

  • Schedule: Monday through Friday, 9:00 AM to 5:30 PM
  • Compensation: $26 – $28/hour with benefits (Health, Dental, Vision)
  • Type: Contract to Hire
  • Hybrid (1 -2 times a week in office)


Job Responsibilities

  • Support technicians as they maintain in-house and remote computer systems, desktops, laptops, and peripherals.
  • This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and software equipment while ensuring optimal workstation performance
  • Receive and respond to incoming calls, walk-ins, and or emails regarding PC and/or hardware problems as an escalated tier
  • Evaluate, prioritize, and respond to service requests with troubleshooting steps and/or resolution
  • Display proficiency and independence in identifying, diagnosing, and troubleshooting major incidents and display effectiveness in working incidents or escalating accordingly to a tier 3 resource tied to the SLA
  • Perform analysis of service request data and implement solutions to identified patterns by self-service implementation or user education
  • Provide advanced troubleshooting assistance and guidance to support personnel
  • Display and exude strong customer service skills that are client oriented
  • Provide interdepartmental training and guidance for new helpdesk personnel
  • Work closely with system and network engineers to maintain user policies and administrative procedures
  • Assists and executes Tier 0-2 functional responsibilities
  • Display proficiency in tier 2 functions seeking to obtain a level of knowledge that positions you for an administrative/operational/engineering career path
  • Document issue resolution using PE’s IT Service Management platform and maintain when needed
  • Develop SOP documentation and create process improvements that streamline and scale
  • Responsible for updating and maintaining technical resource documentation for Desktop Support Technicians
  • Actively work on all overdue service requests when not engaged and work with IT Service & Support Manager to delegate tickets as needed and process escalations
  • Execute other assigned tasks as delegated by management


Job Requirements

  • 4+ years of experience working in a structured support department
  • Experience in problem triage, analysis, and solution development for systemic hardware and software related problems
  • Setup, configuration, troubleshooting of desktop/laptop hardware and software Windows OS desktops, laptops, IOS, Android in a networked environment including MDM Microsoft Office 2010, 2013, 2016, 2019, 365
  • Strong working knowledge of Print Management, Group Policy, Active Directory, Office 365, seeking our help in learning from experts beyond just “solving the next ticket”
  • Microsoft 365 Admin (Exchange, Teams, SharePoint) Some knowledge of TCP/IP networking and related network services (i.e. DNS, SMTP, DHCP, WINS, etc.)
  • Experience working in a structured process driven environment Experience supporting remote users in multiple different remove access environments

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