Support Analyst

Employment Type

: Full-Time


: Information Technology

Job Description US Tech Solutions is seeking a ldquoSupport Analystrdquo for a 3 Months contract position with a client in Philadelphia, PA Job Details 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. Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure. Demonstrates sufficient knowledge of call log tracking to record accurately all needed information. Tracks all customer service items to completion. Evaluates customer service issue to determine level of service needed. Resolves all Tier 1 issues. Escalates Tier 2 issues to appropriate resource. Maintains and increases knowledge of client IS application, hardware, mobile devices and multiple operating system platforms Works under direct supervision to accomplish daily assignments in support of team initiatives bull 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. bull Serves as the first point of contact for the IS Department and act sas a liaison between the client community and the rest of the IS Department bull Adheres to Service Desk standards, processes and systems required to deliver consistent high quality customer service bull 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. bull Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions bull Manages Level 1 queues and recommends new queues to insure proper categorization and assignment of issues. Coordinates queues for siteservice, working with various stakeholder groups. bull Provides recommendations on how to improve the quality of service as well as reducing repeat incidents. bull Understand and comply with all enterprise and IS departmental information security policies, procedures and standards. bull Support the integration of information security in the development, design, and implementation of Hospital Technology Resources that process, transmit, or store client information. bull 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. Skills bull Understand, analyze and resolve problems, while on the phone or on-site with user. bull 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. bull Organized with the ability to follow established processes and provide recommendations for improvements. bull Analyze and solve problems by investigating and implementing predefined potential solutions using troubleshooting skills bull Working knowledge of the TCPIP protocol suite. bull Medical terminology helpful and previous medical EUD or Service Desk level 2 support background preferred. Education Required A+ Certification Preferred and not required ACSP, MCP, MCSA, ITIL Foundations, CCNA, Lexmark Lenovo Self Maintainer High school degree required. Some College preferred. Technical School Diploma or equivalent preferred. Minimum 2-3 years experience providing EUD support, Service Desk support or equivalent experienceknowledge. About US Tech Solutions Your talent, our opportunities - This is the premise behind US Tech Solutions. You have the skill we have the opportunity. As a team, we work passionately for you to get the right career opportunity across industry verticals and functions. For past sixteen years, leading Global Companies and Fortune 500 come to us to get the right talent. Whether you want to work as full-time, contractor or part-time, technical or non-technical our talent consultants will connect with the right career opportunity globally. Connect with our talent team today. USTECH was founded in 2000 by Manoj Agarwal. Today, we are a global firm offering talent solutions to 150 customers including 20 of Fortune 500 across Financial Services, Healthcare, Life Sciences, Aerospace, Energy, Retail, Telecom, Technology, Manufacturing, and Engineering. We are headquartered in New Jersey with 40 global locations across the USA, Canada, Europe, and India. Deloitte has recognized USTECH as one of the fastest growing private businesses for the past five consecutive years and INC 500 for the past three. We have also been rated ldquoThe Top Business in the US' by Diversity Business since 2011. To learn more about how US Tech Solutions visit our website ldquoUS Tech is an Equal Opportunity Employer' and ldquos all other parties authorized to work in the US are encouraged to apply.' Apply Interested candidates are requested to send their resume to Akhil at

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