Support Analyst in Philadelphia, Pennsylvania

Location

Philadelphia, Pennsylvania

Job Type

Contractor

Salary

$20 – $22/hr

Company

firstPROPhiladelphia

firstPRO seeking a motivated and customer-focused IT Support Analyst to join our client’s Information Services team for a 3-month contract opportunity. This is a 100% onsite role supporting multiple campuses, and candidates must be local to the Philadelphia area.

The ideal candidate will have experience providing desktop and service desk support in a fast-paced environment, strong troubleshooting skills, and a commitment to delivering exceptional customer service.

Key Responsibilities

• Serve as the first point of contact for end-user technical support requests across the organization.

• Provide Tier 1 and Tier 2 support for hardware, software, operating systems, mobile devices, and peripheral equipment.

• Diagnose and resolve technical issues via phone, remote support tools, or onsite support.

• Accurately document incidents, requests, resolutions, and troubleshooting steps within the ticketing system.

• Monitor and manage support queues to ensure timely issue resolution and proper escalation.

• Escalate complex issues to appropriate Tier 2 or Tier 3 support teams as needed.

• Track all customer service requests through completion while maintaining high levels of customer satisfaction.

• Support incident management, problem management, and change management processes.

• Maintain working knowledge of supported systems, applications, devices, and operating environments.

• Collaborate with internal teams and stakeholders to ensure effective service delivery.

• Follow established IT service desk standards, processes, and security protocols.

• Support compliance with healthcare, state, federal, and information security regulations regarding confidential and patient information.

Technical Skills & Qualifications

• 1–2 years of experience in End User Device (EUD), Desktop Support, or Service Desk support environments.

• Strong troubleshooting and problem-solving skills with the ability to resolve issues independently.

• Experience supporting:

• PCs and laptops

• Printers and peripheral devices

• Microsoft operating systems and applications

• Networking and telecommunications hardware

• Working knowledge of:

• TCP/IP networking

• Microsoft security, deployment, imaging, licensing, auditing, and compliance practices

• Excellent customer service, communication, documentation, and organizational skills.

• Ability to work effectively both independently and within a team environment.

• Healthcare IT or medical service desk experience is a plus.

• Familiarity with medical terminology is preferred.

Pay: $20.00 - $22.00 per hour

Work Location: In person