Job Description

Penn State Health - Penn State Health Corporation

Location: US:PA: Hershey

Work Type: Full Time

FTE: 1.00

Shift: Varied

Hours: 8:00a to 5:00p (Varied)

SUMMARY OF POSITION:

Under the immediate direction of the Technical Support Center Manager or a more senior Client Support Representative, ensuring the timely intake, processing, and triage of requests for customers. Responsibilities include: providing analysis and utilizing troubleshooting techniques to resolve a high percentage of first, second, and some third-line support issues related to PC software and hardware; institutionally supported software; telecommunications; networking; operating system(s); and server management-related problems thus achieving and maintaining departmental service level objectives and internally define performance metrics.

ESSENTIAL FUNCTIONS:

• Log calls providing problem resolution and triaging when necessary.
• Provide analysis and utilize troubleshooting techniques to resolve a high percentage of first, second, and some third line support issues related to PC software and hardware; institutionally supported software; telecommunications; networking; operating system(s); and server management related problems thus achieving and maintaining departmental service level objectives and internally defined performance metrics while assuring accurate, clear, and concise documentation within the automated tracking system.
• Utilize an automated tracking system to record the essence of the problem, assign priority, performing first-line contact problem troubleshooting, resolution and triaging, when necessary.
• Assure that the documentation recorded in the tracking system is accurate, clear, and concise.
• Participate in online or internal conferences/training programs to maintain technology knowledge and people skills.
• Document and distribute current and upcoming system/service downtime notifications. Assist in the creation and maintenance of technical documentation for the Technical Support Center Help Desk and use the documentation to troubleshoot, triage, and resolve support issues.
  

MINIMUM QUALIFICATIONS:

• Either (a) Associate's Degree plus one year of related experience or (b) Three years total of related experience required. Adheres to and exhibits our organizational core values as outlined by Penn State Health.
  

WHY PENN STATE HEALTH?

Penn State Health offers exceptional opportunities to learn and grow, exposure to a wide patient population, and the ability to provide individualized, innovative, and specialized care to patients in the community.

For more information:

Penn State Health offers an exceptional benefits package including medical, dental and vision with no waiting period as well as a Total Rewards Program that highlights a few of the many additional offerings below:

• Be Well with Employee Wellness Programs, and Fitness Discounts (University Fitness Center, Peloton).
• Be Balanced with Generous Paid Time Off, Personal Time, and Paid Parental Leave.
• Be Secured with Retirement, Extended Illness Bank, Life Insurance, and Identity Theft Protection.
• Be Rewarded with Competitive Pay, Tuition Reimbursement, and PAWS UP employee recognition program.
• Be Supported by the HR Solution Center, Learning and Organizational Development and Virtual Benefits Orientation, Employee Exclusive Concierge Service for scheduling.

For a full list with more detailed information:

WHY PENN STATE HEALTH CORPORATION?

There are many ways to make an impact with one of the leading research, teaching, and clinical healthcare systems in the country. Through a combination of operational, corporate, clinical, and nonclinical roles, we are advancing excellence and innovation in health care together as one team. As Penn State Health continues to evolve for the future, we are committed to hiring dedicated employees who are passionate about delivering the best possible support across our entire integrated health system.

Within Penn State Health’s Shared Services Entity, we encourage our employees at every turn to continue their education and advancement. Numerous opportunities are available for professional development and career growth.

YOU TAKE CARE OF THEM. WE’LL TAKE CARE OF YOU. State-of-the-art equipment, endless learning, and a culture of excellence – that’s Penn State Health. But what makes our healthcare award-winning? That’s all you.

This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.

Penn State Health is fundamentally committed to the diversity of our faculty and staff. We believe diversity is unapologetically expressing itself through every person's perspectives and lived experiences. We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information. If you are unable to use our online application process due to an impairment or disability, please call 717-531-8440 between the hours of 7:00 AM and 5:00 PM, Eastern Standard Time, Monday through Friday, email hrsolutions@pennstatehealth.psu.edu or download our Accommodation Instructions for Job Applicants PDF for more detailed steps for assistance.

Union: Non Bargained

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