Lead Help Desk Analyst

Temple University Health System is seeking an onsite Lead Help Desk Analyst in Philadelphia, PA to help keep end-users supported and help desk operations running smoothly. In this role, you will guide help desk team members, troubleshoot Tier 1 issues, and ensure incidents and service requests are properly documented, resolved, and followed up using the systems the team relies on.

Responsibilities

• Lead help desk team members by providing guidance and collaborating with the business and staff.
• Deliver technical support and troubleshooting assistance to end-users.
• Identify, diagnose, categorize, and troubleshoot Tier 1 problems, then advise on appropriate next actions.
• When needed, redirect problems or service requests to the appropriate personnel for resolution.
• Keep management informed about recurring problems that impact support outcomes.
• Document, resolve, and follow up on end-user incidents and requests using help desk tracking tools, coordinating with other team members and departments as necessary.
• Follow established help desk policies and procedures while using an automated system to support help desk activities, including incident resolution documentation, customer support responsiveness, and service request logging.
• Coordinate with help desk staff and assist with scheduling to ensure the help desk remains operational during scheduled hours.

Requirements

• 2 years lead experience (required).
• 5 years experience and knowledge of help desk operations, including PC orientation, PC support activities, and a customer support role with extensive application knowledge (required).
• 5 years experience with Windows operating systems and common PC applications, including but not limited to MS Office Suite (required).
• Bachelor's Degree in Computer Science or related field (required), or a combination of relevant education and experience may be considered in lieu of degree.

Tools & Technologies

• Help Desk tracking tools
• Automated system
• Windows operating systems
• MS Office Suite