Description Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Location: Lancaster General Hospital, Suburban Outpatient Pavilion, and possible other various locations in Lancaster, PA
Schedule: Full time (40 hours per week), Monday through Friday, hours between 6:00am-2:00pm, up to 6 pre-scheduled weekends, 1 holiday, and up to 6 on-call shifts per year.
Essential Functions: - Used to flex up staffing at Lancaster General's Support Desk.
- Offers Tier 1 and Tier 2 level customer support.
- Works off a ticket queue to assist customer in finding root cause - sometimes interfacing directly with the customer and technical teams.
- Performs hardware support for users, including developing specifications to user's requirements and organizational standards and installation to the network for approved hardware products.
- Performs technical diagnostics for approved hardware products to determine means of repair.
- Performs software support for users.
- Performs preventive maintenance on a regular schedule to assure all devices are functional and performing to specifications.
- Performs problem determination for approved software products to determine the means of intervention.
- Train users on proper operating procedures.
- Recognize trends and escalate them to leadership.
- Provides high quality customer service through courteous, prompt and accurate communication.
- Stays current with supporting documentation by regularly reviewing knowledge base and supporting documentation.
- Provides input and feedback on technical documentation for knowledge base and supporting documentation.
- Works on projects and other duties as assigned by the Customer Service Desk Manager/Supervisor.
- Keeps current on all technologies within the supported environment.
- Participates in other IT service groups and committees.
Qualifications: - HS Diploma or GED
- Experience in customer service-related position
Preferred Qualifications: - Associate's degree in computer science or electronics
- Microsoft Engineer Certification
- 3 years personal computer hardware/software experience
- 3 years electronic diagnostic/experience with PC equipment repair
- Certification as an A+ PC specialist - or equivalent experience
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.
Live Your Life's Work
We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
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