Support Technician

Pride Health is looking for a Support Technician with our client’s medical facility, which is in Philadelphia, PA (100% onsite). This is a great role with a 6 Month Contract with the possibility of extension depending on your performance and a great way to start working with a top-tier healthcare organization! It's 100% onsite

Job Title: Support Technician

Location: Philadelphia, PA

Duration: 6 weeks contract with possibility of extension depends on the manager

Pay rate: $20 to $24/hr on W2

Job Summary:

Support Technician will provide onsite support for hardware, software, and operating system issues. This role requires strong customer service skills, technical proficiency, and the ability to work with various devices and systems. The technician will serve as the first point of contact for the DTS Department, ensuring that customer issues are addressed and escalated appropriately while adhering to service standards.

Key Responsibilities:

1. Provide Tier 1 Support: Address hardware (PCs, end-user devices, and peripherals), software, and operating system issues.
2. Customer Service Excellence: Demonstrate effective customer service by managing and resolving customer problems, ensuring proper escalation when needed.
3. Call Log Tracking: Accurately record all information related to service requests in the call log system.
4. Issue Resolution: Evaluate customer issues to determine service level required, resolve Tier 1 issues, and escalate Tier 2 issues as necessary.
5. Technical Support: Maintain and expand knowledge of client applications, hardware, mobile devices, and multiple operating system platforms.
6. Incident Management: Assist in managing Level 1 queues, categorize and assign issues, and recommend new queues for improved service.
7. Collaboration: Work with various stakeholders to ensure efficient service delivery, following standard processes for incident, problem, and change management.
8. Support and Recommendations: Provide recommendations for process improvements to enhance service quality and reduce repeat incidents.

Skills and Qualifications:

• Required Skills:
• Strong technical knowledge of hardware (PCs, printers, terminals), software, and peripheral equipment.
• Knowledge of Microsoft software, including security, deployment, imaging, licensing, and compliance.
• Working knowledge of TCP/IP protocol suite and troubleshooting skills.
• Excellent communication, documentation, organizational, and problem-solving skills.
• Ability to work independently and in a team environment.
• Experience providing EUD support, Service Desk support, or equivalent knowledge.
• Preferred Skills:
• Medical terminology experience and prior medical EUD or Service Desk Level 2 support.
• Strong customer service orientation and ability to manage multiple service requests effectively.
• Preferred Certifications:
• A Certification, ACSP, MCP, MCSA, ITIL Foundations, CCNA, Lexmark & Lenovo Self Maintainer.
• Required Education:
• High School Diploma or GED.
• Preferred Education:
• Technical Diploma.

Experience:

• Required Experience:
• Minimum of 1 year providing EUD support or Service Desk support, with a solid understanding of the technical environment.

Benefits

Pride Global offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance, and employee discounts with preferred vendors.

Equal Opportunity Employer

As a certified minority-owned business, Pride Global and its affiliates - including Russell Tobin, Pride Health, and Pride Now - are committed to creating a diverse environment and are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.