Duration

12 Month(s) + CONTRACT

Req Description

Description

\*\*\*These opportunities are replicating the 24x7 team that is in existence already at the Hospital. There will be two people on first shift, two on second and two on third. One person on each shift will fill a Weds-Sun schedule while the other will be Fri-Tues. The training period will be M-F 8-5, in Philadelphia for 8-12 weeks, but once they are able to handle the job responsibilities on their own, they will move into their shift on the days mentioned at the King of Prussia location.\*\*\*

Duties:
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. 2. Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure. 3. Demonstrates sufficient knowledge of call log tracking to record accurately all needed information.4. Tracks all customer service items to completion. 5. Evaluates customer service issue to determine level of service needed. 6. Resolves all Tier 1 issues. 7. Escalates Tier 2 issues to appropriate resource. 8. Maintains and increases knowledge of application, hardware, mobile devices and multiple operating system platforms 9. Works under direct
Job Responsibilities 1. 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. 2. 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 3.Adheres to Service Desk standards, processes and systems required to deliver consistent
high quality customer service 4. 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. 5. Maintains strong technical skills to provide prompt support for customers to determine
problems and provide resolutions 6. Manages Level 1 queues and recommends new queues to insure proper categorization and assignment of issues. Coordinates queues for site/service, working with various stakeholder groups. 7. Provides recommendations on how to improve the quality of service as well as reducing
repeat incidents.

Skills:
Able to perform effectively in a team environment as well as with little direct supervision

Nortel / Cisco Phone

Experience handling programming issues as well as an ability to troubleshoot telephony issues remote Option 11c’s, SL100 and Cisco equipment.

Gather and translate business requirements.

Follow and implement project plans through programming and user requirements.

Provide preventive maintenance and repair of all telecommunications equipment and related systems.

• 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.

Enterprise Req Skills

Information Technology,Hardware Troubleshooting,computers,pc technician,windows,Servicenow,Windows 10,Windows 7,Office 365

Job Title

Desktop Support

Top Skills Details

1. Demonstrate basic knowledge of Tier 1/2 support as relates to addressing hardware, application software and operating system issues (A+ cert highly preferred)
2. Ability to understand, analyze and resolve problems, while on the phone or on-site with user
3. Ability to effectively work in a team environment with little supervision

Worksite Address

,King of Prussia,Pennsylvania,United States,19406

Additional Information

Education:
Required Education: High school degree / GED required.
Required Experience: At least two (3) years of experience providing EUD support, Service
Desk support or equivalent experience/knowledge.
Preferred Education: Some College preferred. Technical School Diploma or equivalent
Preferred Licenses/certificates/registrations: ACSP, MCP, MCSA, ITIL Foundations, CCNA,
Lexmark & Lenovo Self Maintainer

Drug Test Required

true

Experience Level

Entry Level

External Communities Job Description

Exclusive long-term opportunity with one of areas largest health systems. We are looking for desktop support professionals with 2-5 years of experience providing Tier 1/2 support for hardware, software and operating system issues.

EVP

Families facing complex conditions come from all over the world, and our care and innovation has repeatedly earned a spot on the U.S. News & World Report\'s Honor Roll of the nation\'s best children\'s hospitals.

This engagement is tied into a large scale partnership with that is a year-over-year renewal in efforts to help provide 24x7 support to the hospital. These positions are vital to the success of the overall team and continued support of the environment.

Work Environment

Part of a larger team overall, but the folks dedicated to KOP will be a smaller group when fully onsite there. Our contractors being added will work mainly on tickets, projects, etc. that full time staff cannot get to. Located in King of Prussia

Additional Skills Tags

Servicenow,Windows 10,Windows 7,Office 365

Additional Skills & Qualifications

Very good communication and attention to detail required. Manager needs someone that is eager to work, and learn, and will run at a fast pace.

Fri-Tu shift
or
Wed-Sun shift
- 1st shift 2 people (7a-3p)
- 2nd shift 2people (3p-11p)
- 3rd shift 2 people (11p-7a)

\*\*Anyone working the 2nd or 3rd shift will be able to park at the hospital without paying\*\*

Business Qualification

Impact to the Internal/External Customer

The medical staff rely heavily on IT and if equipment is not working, it can delay treatment to patients.

Interview Information

One and done in-person with supervisors

Why is Position Open?

Business Challenge

 desktop support team recently went away from a 24x7 coverage model. They have been feeling the pain of not having people onsite during nights/weekends and wanted to identify a partner to help fulfill those hours. Having a presence onsite at all times allows for timely response to critical issues as well as completing proactive projects so clinicians can work effectively.