It Support Contract

Voca has immediate openings available for IT Support professionals in Philadelphia, PA!

Assignment Details 

Job Description:

• Demonstrates basic knowledge of Tier 1 service level support as relates to addressing Hardware (PCor End-User Devices & peripheral equipment), and application software,and operating system issues.
• Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure.
• Demonstrates sufficient knowledge of call log tracking to record accurately all needed information.
• Tracks all customer service items to completion.
• Evaluates customer service issue to determine level of service needed.
• Resolves all Tier 1 issues.
•  Escalates Tier 2 issues to appropriate resource.
• Maintains and increases knowledge of CHOP IS application, hardware, mobile devices and multiple operating system platforms
• Provides laser-like focus on customer service and satisfaction with some knowledge and experience of incident management, problem management and change management processes, practices and procedures.
• Serves as the first point of contact for the IS Department and act sas a liaison between the client community and the rest of the IS Department
• Adheres to Service Desk standards, processes and systems required to deliver consistent
  high quality customer service
• Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site.
• Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions
• Manages Level 1 queues and recommends new queues to insure proper categorization and assignment of issues.
• Coordinates queues for site/service, working with various stakeholder groups.
• Provides recommendations on how to improve the quality of service as well as reducing repeat incidents.

Qualifications

• Able to perform effectively in a team environment as well as with little direct supervision
• Customer service oriented team player with first-rate communication, documentation organizational, problem solving, written and verbal skills.
• Ability to understand, analyze and resolve problems, while on the phone or on-site with user.
• Must have working knowledge of many various pieces of equipment and software ncluding printers, terminals, PCs, networking and telecommunication hardware, etc.
• Knowledge and understanding of issues inherent to Microsoft software including, but not limited to security, deployment, imaging, auditing, licensing and compliance; deployment and upgrading; features and functionality.
• Organized with the ability to follow established processes and provide recommendations for improvements.
• Ability to analyze and solve problems by investigating and implementing predefined potential solutions using troubleshooting skills
• Working knowledge of the TCP/IP protocol suite.
• Medical terminology helpful and previous medical EUD or Service Desk level 2 support
• High school degree / GED required.
• At least two (2) years of experience providing EUD support, Service
• Desk support or equivalent experience/knowledge.
• Some College preferred. Technical School Diploma or equivalent
• ACSP, MCP, MCSA, ITIL Foundations, CCNA,
• Lexmark & Lenovo Self Maintainer

Shift

• 10:00 AM - 6:30 PM

Benefits

Partnering with Voca comes with a number of benefits including:

• Dedicated Recruiter

• Insurance

• 401k

• Competitive, Flexible Pay Packages

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