Support Analyst I

Job Title: Support Analyst I

Job Location: Philadelphia, PA

Job Duration: 2-3 Months (possibility of extension)



Job Summary:

• Demonstrates basic knowledge of Tier 1 service level support as relates to addressing Hardware (PC or End-User Devices & peripheral equipment), and application software, and operating system issues.


• Demonstrates sufficient knowledge of call log tracking to record accurately all needed information.


• Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure.


• Tracks all customer service items to completion.


• Evaluates customer service issue to determine level of service needed.


• Resolves all Tier 1 issues.


• Escalates Tier 2 issues to appropriate resource.


• Maintains and increases knowledge ...