Job Details

Responsible for delivering exceptional support and assistance to clients and customers regarding technical products and services. Troubleshoots issues, provides guidance, and resolves technical inquiries to ensure customer satisfaction. Provides desktop support and equipment deployment services in clinical, academic, and corporate settings. Responds to support requests, diagnoses technical problems, offers solutions, and facilitates communication between clients and technical teams. Fosters strong client relationships, enhances user experience, and ensures the effective use of technology solutions.

Job Description

JOB SUMMARY

ESSENTIAL FUNCTIONS

Resolve escalated desktop, application, and connectivity issues.
Perform software deployments, updates, and patching.
Document solutions and contribute to the IT knowledge base.
Provide training and guidance to junior technicians
Communicate effectively with end-users to ensure clarity and satisfaction

ADDITIONAL RESPONSIBILITIES

ORGANIZATIONAL IMPACT: Works to deliver on day-to-day objectives with direct impact on achievement of results for the job area. Work consists of tasks that are typically routine, with some deviation from standard practice.
INNOVATION & COMPLEXITY: Checks and makes adjustments to work methods to solve problems that are routine and typically exist in current work processes and systems. May be required to highlight areas of concerns/problems and put forth solutions to supervisor in own job area. Problems and issues faced are generally routine, but may require interpretation of procedures or policies to resolve problems.
COMMUNICATION & INFLUENCE: Communicates with contacts typically within job area on matters that involve obtaining or providing information requiring some explanation or interpretation.

QUALIFICATIONS

Education - Required

High School Diploma/GED

Experience - Required

3 years related work experience

Knowledge, Skills and Abilities - Required

Apply logical steps to resolve technical issues and escalate when necessary
Strong interpersonal skills to provide a positive support experience
Understanding of ticketing systems (e.g. ServiceNow) and workflow documentation
Handle evolving technologies and processes (e.g. Citrix VDI desktop testing and FlexTG printer deployments)
General awareness of IP addressing, connectivity troubleshooting, and basic network protocols

VALUES AND HABITS

Put People First

Put People First: Create a safe environment where all colleagues feel supported and motivated to be their best at work.
Build relationships: Build belonging, empathy, and collaboration.
Engage with grace: Assume positive intent and share your perspective thoughtfully.
Create moments: Affirm and acknowledge the contributions and efforts of others.

Do What's Right

Do What’s Right: Focus on how we work most effectively to get the best results.
Prioritize What Matters: Clarify what’s most critical and why.
Align on Expectations: Translate priorities into agreed upon accountabilities and outcomes.
Act with integrity: Behave ethically and honestly in all interactions and business practices.

Pursue Excellence

Pursue Excellence: Focus on learning and growth.
Look and Listen: Explore new ways of working and stay curious by learning from others.
Innovate with Intent: Try new ideas that support organizational priorities.
Value Lessons Learned: Acknowledge progress and insights that come from striving to improve.

Work Shift

Workday Day (United States of America)

Worker Sub Type

Regular

Employee Entity

Thomas Jefferson University Hospitals, Inc.

Primary Location Address

130 S 9th Street, Philadelphia, Pennsylvania, United States of America

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.

Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status.

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.

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Learn more about this Employer on their Career Site

Technician II Client Services