Lead Help Desk Analyst
Temple University Health System
- Location
- Onsite (Philadelphia, Pennsylvania)
- Employment
- Full-time
- Level
- Senior Level
About the Role
Temple Health is a premier academic medical institution in Philadelphia dedicated to advancing patient care through clinical innovation and research. This role leads a help desk team to provide technical support and troubleshooting for end-users while managing incident resolution and staff scheduling.
Skills
Full job details
Leads team members, providing guidance and collaborating with the business and staff. Provides technical support and troubleshooting assistance to end-users. Identify, diagnose, categorize and troubleshoot Tier 1 problems and advises on appropriate action. If necessary, redirects problems or request to appropriate personnel for resolution. Informs management of recurring problems. Documents, resolves, and follows up on end user incidents and request utilizing Help Desk tracking tools and collaborating with other team members and departments. Follows established Help Desk policies and procedures and utilizes an automated system to support the Help Desk activities, including documentation on incident resolution, customer support responsiveness, and the logging of service request. Coordinates activities with help desk staff and assists with scheduling to ensure the help desk is operational during scheduled hours.
This position is on-site Monday-Friday at Temple Heath Old Dental School- 3223 N Broad St, Philadelphia, PA 19140.
Education
Bachelor's Degree in Computer Science or related field Required or
Combination of relevant education and experience may be considered in lieu of degree Required
Experience
2 years Lead experience Required
5 years experience and knowledge of Help Desk operations with a PC orientation, PC
support activities, and customer support role with extensive application knowledge Required
5 years experience with Windows operating systems, common PC applications including
but not limited to MS Office Suite Required