DTS Support Analyst I

DTS Support Analyst I

Job Summary:
Tracks all customer service items to completion and evaluates customer service issues to determine the level of service needed. Resolves Tier 1 issues and escalates Tier 2 issues to appropriate resources. Maintains and increases knowledge of CHOP IS applications, hardware, mobile devices, and multiple operating system platforms. Provides exceptional customer service and satisfaction with knowledge of incident management, problem management, and change management processes. Serves as the first point of contact for the IS Department and acts as a liaison between the client community and the IS Department. Diagnoses and resolves problems involving hardware, packaged software, proprietary software, and peripheral equipment over the phone, via remote control tools, or on-site. Manages Level 1 queues and coordinates queues for site/service, working with various stakeholder groups. Provides recommendations to improve service quality and reduce repeat incidents.

Required Qualifications:

• At least two (2) years of experience providing EUD support, Service Desk support, or equivalent experience/knowledge.
• Ability to perform effectively in a team environment and independently.
• Customer service-oriented team player with excellent communication, documentation, organizational, problem-solving, written, and verbal skills.
• Proficiency in analyzing and resolving problems over the phone or on-site with users.
• Working knowledge of equipment and software, including printers, terminals, PCs, networking, and telecommunication hardware.
• Understanding of Microsoft software issues, including security, deployment, imaging, auditing, licensing, and compliance.
• Organized with the ability to follow established processes and provide recommendations for improvements.
• Knowledge of the TCP/IP protocol suite.
• Basic knowledge of Tier 1 service level support for hardware, application software, and operating system issues.
• Ability to accurately record information in call log tracking systems.
• Strong customer service skills with effective problem handling and escalation procedures.

Preferred Qualifications:

• Medical terminology knowledge and previous medical EUD or Service Desk level 2 support background.

Required Education:

• High school diploma or GED.

Preferred Education:

• Some college or technical school diploma or equivalent.

Preferred Certifications & Licensure:

• ACSP, MCP, MCSA, ITIL Foundations, CCNA, Lexmark & Lenovo Self Maintainer.
• A+ Certification.

RightSourcing (a part of Magnit) expected pay package may vary and/or include certain benefits like: Stipends (for clinical traveler workers only), Medical, Dental, Vision, 401K