Solution Center Analyst

PRIMARY FUNCTION : This Solution Center Analyst I position will be focused on providing Level 1 help desk support and across the organization. This position requires working knowledge of the help desk environment and involve Level 1 phone and remote support. This position needs to work efficiently and collaboratively within the group and across the organization.

Duties may include, but are not limited to, application support, device setup and troubleshooting, and remote support.

ESSENTIAL FUNCTIONS:

• Resolve Level 1 phone and remote issues and questions, which includes:
  • Device hardware & software troubleshooting & support of the following OS': Windows, Mac OS, IOS, & Android plus encryption
  • Enterprise and desktop application support
  • Printer access & installations including driver updates
  • Password resets
  • Remote Access support
• Working knowledge of help desk solutions using ITIL processes.
• Stay current with all relevant IT security, HIPAA, and other related compliance issues, technologies, and requirements .
• Interacts with co-workers, visitors, and other staff consistent with the iSCORE values of Jefferson.

OTHER FUNCTIONS AND COMPETENCIES:

• Demonstrated and proven ability to provide Level 1 phone and remote support for desktop-related issues including hardware, OS, applications, and peripherals.
• Must be able to keep current with new IT security technology and policy developments and present options for improvement as required.

Qualifications

EDUCATIONAL/TRAINING REQUIREMENTS :

High School Diploma or GED



CERTIFICATES, LICENSES, AND REGISTRATION :

Help Desk Analyst certified preferred

EXPERIENCE REQUIREMENTS :

2-3 years of experience in resolving Level 1 desktop-related issues including hardware, OS, applications, and peripherals. Healthcare experience preferred.



ADDITIONAL INFORMATION :

Ability to learn new technical skills, applications, and processes is required.

Strong communication skills including oral, written, and presentation skills are preferred.

Analytical and problem-solving skills are required.

Closing Statement

About Jefferson

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University , home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health , nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.

Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status.