Help Desk Analyst

Job description

The Wistar Institute has an opening for a Help Desk Analyst to join our Information Technology department. The Help Desk Analyst is primarily responsible for configuration, installation, and the support of desktops, laptops, printers, telephones, and other peripheral devices throughout the organization. The position is the first line of support for the Institute, creating and triaging cases, as well as completing Tier 1 IT support issues. Duties and responsibilities include: • Provides first-tier support for all desktop/laptop/mobile device hardware and software, printers, telephones, and any related equipment. • Assists with maintaining an inventory of IT assets. • Resolves and documents day-to-day issues reported through the ticketing system. • Manages and prioritizes assigned issues/tickets appropriately. • Demonstrates superior customer service as defined through customer satisfaction. • Completes assigned IT initiatives within agreed upon timeframe to deliver to user expectations. • Documents work following Standard Operating Procedures while also providing feedback to IT Leadership about potential improvements in processes and procedures. • Manages assigned projects, independently determining appropriate technology solutions and implementation timelines. • Creates, reviews, and maintains technical documentation. • Keeps abreast of current technology; maintains expert knowledge of the organization’s supported hardware and software. • Supports a wide variety of customers and colleagues delivering exemplary technical support. • Responsible for other tasks and special projects as directed. • Flexibility in working outside of normal business hours in the event of an emergency or when additional support is required. • Protects the organization’s value by keeping information confidential. Requirements: An AA/AS or BS in Computer Science or a combination of relevant education, IT certifications, and relevant experience is required. Experience with supporting/troubleshooting desktops, laptops, and other peripheral devices is required. A minimum of one year of experience with the following operating systems including Windows, macOS, iOS, and Android. A minimum of one year of experience working with Microsoft Office Suite Applications is required. A minimum of one year of experience with applicable workstation support is required. Candidates must have a strong customer service orientation with the ability to present technical materials clearly to both technical and non-technical audiences. Must have the ability to work independently and as part of a team. Highly Desired: • Experience with productivity software, such as Adobe Suite applications. • Experience with configuring, deploying, and supporting client systems in a highly managed environment. • Experience with Linux platforms, such as Ubuntu and/or CentOS. • Experience with Active Directory and M365 Administration. • Experience with Endpoint Security Solutions. • Experience with Virtual Desktop delivery platforms, such as VMware. • Basic Networking (DHCP, VLAN, and Wireless Network Configurations) • Manufacturer (Dell, HP, Apple) and/or IT Certifications (CompTIA ITF+, A+, Network+, Security+) • Experience in a biological laboratory computing environment. The Wistar Institute is a world leader in early-stage discovery science in the areas of cancer, immunology, and infectious disease. Wistar is committed to accelerating research advances from bench to bedside through brilliant science and distinctive approaches to collaboration among scientific investigators and academic and industry partners. Wistar’s dynamic environment supports the advancement of discoveries that will change the future of human health. The Wistar Institute is located in the University City area of Philadelphia, in the heart of the University of Pennsylvania Campus. Wistar provides resources to its faculty and staff that enable them to conduct cutting edge collaborative research and provides for outstanding intellectual environments and state-of-the-art facilities. We offer a competitive salary and excellent benefits package. For more information about The Wistar Institute visit our website at . It is the policy of the Institute to provide equal employment opportunities to all individuals regardless of race, citizenship, ethnicity, color, creed, religion, marital status, national origin, ancestry, sex, age, veteran status, mental or physical disability (including HIV and AIDS), pregnancy, caregiver status, domestic or sexual violence victim status, sexual orientation, gender identity and expression, or on the basis of genetic information, or any other characteristic protected by federal, state, or local law, with respect to all terms and conditions of employment.