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Research IS Support Analyst III

Date: Dec 14, 2018

Location: Philadelphia, PA, US, 19104

Company: CHOP

Job Description

Req ID: 16865

Shift: Days

Employment Status: AF - Active - Regular - Full Time 

Job Summary

The IS Support Analyst III position is responsible for understanding and the competency of current technologies and concepts within their discipline.  This role works under minimal to no direct supervision to accomplish daily assignments in support of team initiatives. The IS Support Analyst III also demonstrates senior level expertise in the implementation, integration, troubleshooting, administration, management, and evolution of complex technologies.  In addition, this role provides support to internal and external customers while exhibiting high quality customer service.

Additionally, the IS Support Analyst III is a senior contributor with similar responsibilities as the Support Analyst II, but with a greater degree of complexity and may be involved in some leadership activities.  Additionally, the position will also be responsible for leading small projects through completion and guiding Level I and II Technicians, Service Desk Analysts and contractors.

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 Licenses, Certifications, Registrations

A+ Certification

Required Education and Experience

  • High school degree required
  • Minimum 5 years experience providing EUD support, Service Desk support or equivalent experience/knowledge

Additional Technical Requirements

•    Advanced knowledge of multiple advanced technologies and expertise in the management, administration, configuration, maintenance, and repair of hardware and operating production devices

•    Advanced knowledge of and expertise in existing and cutting edge technologies

•    Ability to configure systems for performance optimization and integrating solutions into customer environments

•    Ability to develop and deploy universal imaging solutions, create application packages and software deployment solutions for Microsoft and Mac platforms
•    Coach and mentor Level I and Level II Support Analysts, peers and customers with differing detailed knowledge

•    Proactively recommend enhancements / upgrade to ensure enterprise stability

•    Create documentation and processes that continually improve operational support

•    Ability to lead technical meetings with customers to gather information for reporting, project planning and technical decision-making

•    Ability to communicate production problems to affected clients, including VIP level clients, with a proven track record for providing excellent customer service at all levels

•    Participate and lead efforts to evaluate, test and introduce new technology and approaches that improve end-users experience

•    Advanced certifications in Microsoft (ex: MCP), Mac OS (ex: ACSP) and JAMF (ex: Certified JAMF Admin., Certified Casper Admin.) 

•    Knowledge of Microsoft Management Tools, Enterprise Printing Management, software distribution tools required

•    Working knowledge and experience of Active Directory, Account Management, Group Policy, Asset management lifecycle and tools, device hardware, platforms and operating systems (Windows, Mac OSX, Linux)

•    Experience in working with security software such as McAfee, Symantec, etc.

•    Experience in ServiceNow or equivalent ticketing system 

All CHOP employees who work in a patient building or who provide patient care are required to receive an annual influenza vaccine unless they are granted a medical or religious exemption.

Children's Hospital of Philadelphia is committed to providing a safe and healthy environment for its patients, family members, visitors and employees. In an effort to achieve this goal, employment at Children's Hospital of Philadelphia, other than for positions with regularly scheduled hours in New Jersey, is contingent upon an attestation that the job applicant does not use tobacco products or nicotine in any form and a negative nicotine screen (the latter occurs after a job offer).

Children's Hospital of Philadelphia is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.

VEVRAA Federal Contractor/Seeking priority referrals for protected veterans.  Please contact our hiring official with any referrals or questions.

CHOP Careers Contact 

Talent Acquisition

2716 South Street, 6th Floor

Philadelphia, PA 19146 

Phone: 866-820-9288



Nearest Major Market: Philadelphia

Job Segment: Help Desk, Information Technology, Medical, Patient Care, Technology, Healthcare, Research