IS Support Analyst III

Philadelphia, PA, US, 19104

​Location: LOC_MAIN-Main Hospital 

Req ID: 211199

Shift: Rotating

Employment Status: Regular - Full Time 

​About Us
We’re seeking breakthrough makers! Children’s Hospital of Philadelphia was built on the belief that we can change lives. Today, in every role throughout our hospital, research institute and care network, the 22,000 members of our workforce are finding new ways – big and small – to make a difference for the patients and families we serve. 

If you are ready to challenge yourself, be inspired and grow – no matter what your role – you just may be the kind of breakthrough maker who will thrive at CHOP.

​CHOP is proud to share that we are ranked No. 1 on Forbes' 2022 list of America's Best Large Employers!

Job Summary

  1. Performs advanced IS End User Device (EUD) support functions, acting as a subject matter expert in at least 2 key EUD functions with minimal supervision.
  2. Using available support tools and technologies provides advanced problem resolution and proactive problem direction.
  3. Serves as the onsite desktop subject matter expert for the IS Department and acts as a liaison where needed between the client community and the rest of the IS Department.
  4. Initiates problem bridge lines and functions as the problem coordinator during scheduled and unplanned downtime events both during and after hours.
  5. Serves as the EUD Subject Matter Expert during project Planning and go-live events to prepare for operational transitions.
  6. Leads in the development, testing and implementation of EUD standards, processes, and systems required to deliver consistent high quality customer service.
  7. Key criteria are SLAs responsiveness, problem avoidance and management, cost effectiveness and standardization.
  8. Manages the demands of multiple constituencies, defines priorities, and sets appropriate expectations as well as strong organizational qualities in all aspects of work, including coaching and guiding Level I and II staff.

Job Responsibilities

A Support Analyst III is a senior contributor with similar responsibilities as the Support Analyst II, but with a greater degree of complexity.  A Support Analyst III may be involved in some leadership activities.  A Support Analyst III also:

  1. Leads small EUD projects through completion.
  2. Guides Levels I and II Technicians, Service Desk Analysts and contractors.

Required Education and Experience

Required Education:  High School degree / GED


Required Experience: At least five (5) years’ experience providing EUD support, Service Desk support or equivalent experience/knowledge

Preferred Education, Experience & Cert/Lic

Preferred Education:  Some college; Technical School Diploma or equivalent



Preferred Licenses/certificates/registrations:  ACSP, MCP, MCSA, ITIL Foundations, CCNA, Lexmark & Lenovo Self Maintainer, A+ Certification

Additional Technical Requirements

  •  Able to perform effectively with little direct supervision
  • Customer service oriented team player with excellent communication, documentation, organizational, problem solving, written and verbal skills.  Must have the ability to develop, test and document technical steps and procedures.
  • Ability to utilize systems analysis techniques and procedures to determine proper hardware, software or system functional specifications
  • Ability to understand, analyze and resolve problems, while on the phone or on-site with user.
  • Must have working knowledge of many various pieces of equipment and software including printers, terminals, PCs, networking and telecommunication hardware, etc.  Working knowledge and understanding of issues inherent to Microsoft software including, but not limited to security, deployment, imaging, auditing, licensing and compliance; deployment and upgrading; features and functionality.
  • Ability to analyze and solve technical problems by investigating, developing and implementing potential solutions using troubleshooting skills
  • Working knowledge of the TCP/IP protocol suite.
  • Must have the ability to work in a high-pressure fast paced environment.
  • Must have the ability to work day shift, nights and/or weekends when needed.
  • Medical terminology helpful and previous medical EUD or Service Desk level 2 support background preferred.
  • Ability to manage the demands of multiple constituencies, define priorities, set appropriate expectations as well as strong organizational qualities in all aspects of work including coaching and guiding Tier 1 EUD technicians, Service Desk Analysts and contractors.
  • Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
  • Must be familiar with standards and trends in the industry in relation to EUD technologies and related IT practices, policies and processes.

Information Security Requirements:

  • 1. Understand and comply with all enterprise and IS departmental information security policies, procedures and standards.
  • 2. Support the integration of information security in the development, design, and implementation of Hospital Technology Resources that process, transmit, or store CHOP information.
  • 3. Support all compliance activities related to state, federal regulatory requirements, healthcare accreditation standards, and all other applicable regulations that govern the use and disclosure of patient, financial, or other confidential information.


To carry out its mission, it is of critical importance for the Children’s Hospital of Philadelphia (CHOP) to keep our patients, families and workforce safe and healthy and to support the health of our global community. In keeping with this, CHOP has mandated all workforce members on site at any CHOP location for any portion of their time be vaccinated for COVID-19 as a condition of employment.  This mandate also applies to workforce members performing work for CHOP at non-CHOP locations. Additionally, all workforce members based in or regularly scheduled to work at any New Jersey location are mandated to be both vaccinated and boosted for COVID-19, with booster timing consistent with applicable guidelines. The CHOP COVID-19 vaccine mandate is in alignment with applicable local, state and federal mandates. CHOP also requires all workforce members who work in patient care buildings or who provide patient care to receive an annual influenza vaccine. Employees may request exemption consideration for CHOP vaccine requirements for valid religious and medical reasons.  Please note start dates may be delayed until candidates are fully immunized or valid exemption requests are reviewed. In addition, candidates other than those in positions with regularly scheduled hours in New Jersey, must attest to not using tobacco products.
EEO / VEVRAA Federal Contractor


Nearest Major Market: Philadelphia

Job Segment: Patient Care, Help Desk, Information Technology, Testing, Information Security, Healthcare, Technology