What are the responsibilities and job description for the Support Analyst I position at GlobalFlex HR Private Limited?
Job Title: Support Analyst I
Location: Philadelphia, PA 19104 (onsite)
Work Authorization: U.S. citizens, Green Card holders, and EAD holders only; no sponsorship available.
Job Summary: We are seeking a dedicated Support Analyst I to join our team. The ideal candidate will provide Tier 1 technical support for end-user devices and applications in a fast-paced hospital environment. This role is focused on delivering exceptional customer service while troubleshooting and resolving hardware and software issues.
Key Responsibilities:
- Serve as the first point of contact for IT support, effectively handling customer inquiries and providing solutions for hardware and software issues.
- Maintain accurate call logs and track all customer service items to resolution.
- Diagnose and resolve Tier 1 technical issues, escalating Tier 2 issues to appropriate resources when necessary.
- Demonstrate strong customer service skills by ensuring user satisfaction and adhering to Service Desk standards.
- Collaborate with team members to improve service quality and reduce repeat incidents.
- Gain and maintain knowledge of medical applications, hardware, and operating system platforms.
Qualifications:
- Minimum of 3 - 5 years of experience in End-User Device support, Service Desk support, or related fields.
- Strong troubleshooting skills for PCs, printers, and peripheral devices.
- Familiarity with Windows operating systems and Microsoft software applications.
- Basic understanding of TCP/IP networking.
- Excellent communication, documentation, and organizational skills.
- Preferred: A certification, ITIL Foundations, knowledge of medical terminology or prior experience in a healthcare setting.
