DTS Support Analyst I

Job Title : Support Analyst I

Location : 100% Onsite Multiple Hospital Campuses

Assignment : 12+ Months

Schedule : 8 hours / day | 40 hours / week

Department : IS-Client Services (100-16557)

Languages : English (Speak, Read, Write)

Job Category : NC-Patient Care-IS

Duties / Manager Requirements

The manager has stated candidate submittals are missing the mark. Please only submit candidates who meet ALL required criteria below.

Required Criteria

1. Project deployment experience (MUST HAVE)

• Deploying PCs, printers, and IT equipment

2. Valid personal vehicle (REQUIRED)

3. Hospital environment experience

4. A+ Certification

5. 3 5 years relevant IT support experience

6. Printer support experience

Nice-to-Haves (Not required)

Job Summary

1. Provides Tier 1 support for hardware (PCs, end-user devices, peripherals), application software, and operating systems.

2. Demonstrates strong customer service by handling issues professionally and escalating when necessary.

3. Accurately logs all details into call tracking systems.

4. Tracks customer service items through resolution.

5. Determines appropriate service level path based on issue.

6. Resolves all Tier 1 issues; escalates Tier 2 issues appropriately.

7. Maintains and expands knowledge of CHOP IS applications, hardware, mobile devices, and operating systems.

8. Works under direct supervision to meet daily support objectives.

Job Responsibilities

As a Support Analyst I :

1. Provides customer-focused service with working knowledge of incident, problem, and change management processes.

2. Acts as the first point of contact for DTS and a liaison with customer departments.

3. Adheres to Service Desk standards and procedures to ensure high-quality support.

4. Diagnoses and resolves hardware, software, and peripheral issues via phone, remote tools, or onsite support.

5. Maintains strong technical skills and delivers timely resolutions.

6. Manages Level 1 support queues and recommends adjustments for proper categorization and assignment.

7. Identifies trends and recommends improvements to reduce recurring incidents.

Skills

Education

Required :

Preferred :

Preferred Certifications :

Experience

Preferred :