Solution Center Analyst Senior

Job Details

Job Description

General Description:

Working under general supervision, the JHP Solution Center Analyst Sr. is responsible for researching and resolving application problems reported by employees. He or she also assists with technology-related questions, builds and deploys computer systems, investigates and resolves desktop computer software/hardware problems, and provides support to end users for all computer-related hardware and software, ensuring that the customer can perform daily tasks. The specialist also recommends system modifications and procedures to reduce further problems.

Primary Responsibilities:

• Document all incidents and requests in the Service Now ticketing system.
• Install software and peripheral equipment following procedures and using appropriate tools.
• Experience with Microsoft Intune to manage applications, devices and data.
• 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.
• Perform preventative maintenance to identify potential hardware and software issues before they arise.
• Work with appropriate vendors on hardware warranty repairs.
• Provide logistical support for technology serving a remote workforce.
• Build computer systems according to standards utilizing available tools.
• Provide management with accurate and timely trend analysis to alleviate incidental interruptions experienced by customers.
• Maintain Asset Manager inventory database.
• Perform initial training for new employees in the operation of desktop applications.
• Write or revise user training manuals and procedures.
• Diagnose and resolve complex computer-related problems.
• Provide excellent customer service when resolving tickets via face-to-face or remote support interactions.
• Work with the user to determine the source of an error. Answer questions by applying knowledge of software, hardware, and procedures.
• Troubleshoot problems using diagnostic software and by listening to the user.
• Research problems, find solutions, and coordinate resolution with appropriate personnel while communicating status to customer and Manager (as needed).
• Provide off-hours coverage when requested and work alternative shifts.
• Assist in researching alternate approaches to existing software and hardware when standardized approaches cannot be applied as necessary.
• Maintain a high level of technical skills in the field of expertise.
• Provide phone support in the call center as needed.
• Contribute to internal knowledgebase.
• Participate in training throughout the year.
• Continuous development and enhancement of employee skills and knowledge.
• May perform other duties as assigned.

Work Environment:

This job operates in a healthcare setting. It requires regular walking to various locations within the building and may occasionally require travel to remote office locations. The role also routinely requires lifting, unpacking, setting up, and moving computer-related equipment.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk and hear. This position is active and requires sitting, standing, walking, bending, kneeling, and stooping during a typical day. The employee must frequently lift and move items over 20 pounds.

Work from Home:

This position will be hybrid, requiring two to three days on-premises at 1101 Market St.

Required Education and Experience:

• A high school degree and applicable technical certifications are preferred.
• Minimum of three to five years of experience in helpdesk/technology roles.
• Minimum of three to five years of experience with Windows desktop operating systems within a corporate environment, including Intune, and MS Office installation/configuration. Experience with software packaging and virtual desktop infrastructure.

Skills/Abilities:

• Intune experience.
• Excellent customer service.
• Expert oral and written communication skills.
• Understanding of network and PC architecture.
• Experience with supporting Microsoft Office 365.
• Working knowledge of help desk tracking & monitoring systems.
• Experience using remote desktop management tools and desktop imaging methodologies.
• Experience with VPN, wireless technologies, and LAN/WAN concepts.
• Motivated self-starter able to work alone and as part of a larger team.
• Preferred understanding of Active Directory and related technologies such as Group Policy, DNS, DHCP, and TCP/IP.
• Experience in supporting physical computing devices and users connecting to a virtual machine.
• Required understanding of Windows registry.
• Knowledge of patch management and security.

Work Shift

Worker Sub Type

Primary Location Address

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.