DTS Support Analyst II

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 does not discriminate on the basis of race, color, sex, national origin, religion, or any other legally protected categories in any employment, training, or vendor decisions or programs. CHOP recognizes the critical importance of a workforce rich in varied backgrounds and experiences and engages in ongoing efforts to achieve that through equally varied and non-discriminatory means.

A Brief Overview
* Demonstrates basic knowledge of both Tier 1 and Tier 2 service level support as relates to addressing Hardware (PC or End-User Devices &
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 DTS 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.

What you will do

• 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 reports 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.

Education Qualifications

• High School Diploma / GED - Required
• Technical Diploma - Preferred

Experience Qualifications

• At least two (2) years Experience providing EUD support, Service Desk support or equivalent experience/knowledge - Required

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.A 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.
• Information Security Requirements:
• Understand and comply with all enterprise and IS departmental information security policies, procedures and standards.
• Support the integration of information security in the development, design, and implementation of Hospital Technology Resources that process, transmit, or store CHOP information.
• Support all compliance activities related to state, federal regulatory requirements, healthcare accreditation standards, and all other applicable regulations that govern the use and disclosure of patient, financial, or other confidential information.

Licenses and Certifications

• CompTIA - ITF+, A+, Network+, Security+, Cloud+, Linux+, Server+, CySA+, PenTest+, CASP+, Data+, DataSys+, Cloud Essentials+, Project+ - 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 receive an annual influenza vaccine. Learn more.

EEO / VEVRAA Federal Contractor | Tobacco Statement

SALARY RANGE:

Salary ranges are shown for full-time jobs. If you're working part-time, your pay will be adjusted accordingly.

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At CHOP, we are committed to fair and transparent pay practices. Factors such as skills and experience could result in an offer above the salary range noted in this job posting. Click here for more information regarding CHOP's Compensation and Benefits.