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Penn State Health** - **Penn State Health Corporation

**Location:** US:PA: Hershey

**Work Type:** Full Time

**FTE:** 1.00

**Shift:** Varied

**Hours:** Varied

SUMMARY OF POSITION:

Under immediate direction of the Technical Support Center Manager or a more senior Client Support Representative, intermediate, ensure the timely intake, processing, and triage of requests for customers. Responsibilities include: 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 define performance metrics.

**ESSENTIAL FUNCTIONS** : The percentage of time spent performing essential functions is 98%. Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:

+ 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.

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.

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 posting is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. Eligibility for shift differential pay based on the terms outlined in company policy or union contract._ _All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities._

_Penn State Health is an Equal Opportunity Employer and does not discriminate on the basis of any protected class including disability or veteran status. Penn State Health’s policies and objectives are in direct compliance with all federal and state constitutional provisions, laws, regulations, guidelines, and executive orders that prohibit or outlaw discrimination._

**Union:** Non Bargained

**Position** Client Support Representative Associate - IS End User Services

**Location** US:PA: Hershey | IT and Tech Support | Full Time

**Req ID** 85176