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