IT Help Desk Analyst

Cardiology Consultants of Philadelphia is hiring a full-time IT Help Desk Analyst to support computer users across the organization. This hybrid role is based in Bristol, PA and combines hands-on problem resolution with end-user support, training, and collaboration with Network Technicians. If you enjoy helping others, solving hardware and networking issues, and working in a lively team environment, this position offers a strong benefits package and a clear support rotation schedule.

What you’ll do

Under general supervision, you will provide technical software, hardware, and network problem resolution for all CCP computer users. You will diagnose questions and issues, guide users through step-by-step solutions, and communicate technical answers in a clear, user-friendly, professional way.

• Resolve end-user issues for personal computers and approved mobile devices (Desktops, Laptops, Tablets, Smart Phones) using phone support or in-person assistance.
• Identify, diagnose, and resolve problems involving PC hardware and software, CCP network connectivity, the Internet, dial-in access, local-area network access, and new computer technology in a call center or on-site environment.
• Deliver, tag, set up, and assist with configuration of end-user hardware, software, and peripherals for PCs, laptops, tablets, smart phones.
• Troubleshoot and resolve local printer issues, e-mail and Internet problems, and network or local access issues.
• Perform desktop hardware repair for equipment and peripherals not covered by third-party vendor maintenance agreements.
• Provide one-on-one end-user training as needed.
• Assist Network Technicians, including helping create end-user FAQs materials.
• Support the escalation process by passing more complex end-user problems on to Network Technicians.
• Provide strong customer service through phone, emails, and in-person interactions.
• Complete other duties as assigned.

On-call and off-hours coverage

This role participates in an on-call/first-call rotation. You will rotate on-call/first-call responsibility every 7-8 weeks, and 24x7 off-hours support is also required during the same 7-day period. Off-hours responsibilities include responding to calls for 24x7 support systems and either resolving the issue or escalating to the appropriate technician, engineer, or manager.

What you bring

• 1+ years of experience (1–3 years preferred).
• Proficiency with Microsoft Windows and Microsoft Office, plus experience with printers, scanners, and smart phones.
• Intermediate knowledge of hardware and networking.
• Ability to deliver excellent customer service and support public relations outreach.
• Proven ability to manage multiple priorities and meet deadlines.
• Flexibility, problem-solving skills, and a steady, even temperament.
• Strong written and verbal communication skills, including the ability to make difficult concepts easy to understand.
• Ability to work independently and as part of a collaborative team in a lively environment.
• Ability to sit for prolonged periods in front of a computer.
• Physical capability to perform tasks such as lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing, or walking.
• Ability to travel to remote locations throughout the Philadelphia area.
• Travel to site locations using a personal vehicle and maintain a legal, up-to-date Driver’s license.

Tools you’ll use

• Microsoft Windows
• Microsoft Office
• Printers
• Scanners
• Smart Phones

Benefits

Cardiology Consultants of Philadelphia offers a comprehensive benefits package, including medical, vision, dental, 401k, profit sharing, LTD, generous PTO, and paid holiday time. If you are hired and your employment remains in good standing, you will receive a sign-on bonus paid no later than 30 days following your start date. If you voluntarily terminate employment or the Company terminates you for cause within 6 months of your hire date, you will be required to repay the full sign-on bonus amount.