Service Desk Technician

Position Summary:

The Service Desk Support Tech will provide first and second-line technical support to internal and external staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administrative duties within this role. Coverage includes PHMC and its Affiliate sites, as well as remote users at other offices and home workers.

Work Schedule:

This is a full-time exempt position with a regular work schedule of five days and hours/week. General work described as Monday through Friday, 8:30 am – 5:00 pm. This position may be required to work some evenings and Saturdays during peak periods. Work primarily performed at 1500 Market Street, Philadelphia, PA.

Responsibilities:

• Serve as a single point of contact for service requests from the user community regarding IT issues and questions.
• Experience and in-depth knowledge of Service Desk methodologies.
• Participate in Incident Lifecycle Management (timely response, closure, and escalation of issues).
• Experience working with Service Management tools.
• Knowledge of basic ITIL principles (Incident, Change, and Problem Management).
• Maintain a high degree of customer service for all support inquiries.
• Adhere to all service management principles.
• Strong analytical and problem-solving skills.
• Ability to interpret and convey technical concepts.
• Ability to work both independently and in a team environment.
• Knowledge of Network Infrastructure and the ability to troubleshoot LAN/WAN/Telephony /VPN issues.
• Experience with Active Directory.
• Working knowledge of Windows Server 2003 or higher, Exchange Server 2007 or higher, and Citrix is a plus.
• High level of knowledge supporting all major Windows-based desktop applications (Microsoft Outlook, Word, Excel, PowerPoint, etc).
• Publish support documentation to assist staff with requests for information & provide staff training if required.
• Create and administer user accounts, passwords, and privileges/rights as assigned and directed by Network Administrators.
• Follow all Service Desk Support and Department guidelines and operating procedures.
• Perform day-to-day audio-visual (AV) functions, including scheduling, end-user coordination/training, troubleshooting, and equipment installation/repair.
• Work closely with Peers, Management, and other IS staff to acquire additional technical and non-technical knowledge.
• Performs other related duties as required by management.

Skills:

• Ability to differentiate between errors caused by hardware, software, and applications.
• Excellent organizational skills, attention to detail, and highly accurate work.
• Excellent communication skills.
• Physical Requirements: Normal office environment.

Experience:

• Minimum of 2 years of experience in service desk support.

Education Requirement:

High School Diploma required

A+ Certification required

ITIL certification would be beneficial

A technology-oriented degree is desirable

Supervisor:

This position reports to the IT Service Desk Manager.

PHMC is an Equal Opportunity and E-Verify Employer.