Information Technology – HelpDesk Analyst

The Wistar Institute is looking for an IT Helpdesk Analyst to join its transformative IT department. This position plays a key role in the being the front line of service and support for Wistar’s administrative and research IT mission. The ideal candidate will have a solid, diverse IT support background who is looking for opportunity to gain experience with a variety of technologies and grow in their career path. In this role, the individual will:

• As part of the End User Support team, resolve and document day to day issues reported through the help desk system
• Manage and prioritize assigned issues/tickets appropriately
• Demonstrate superior customer service as defined through customer satisfaction.
• Complete assigned IT initiatives within agreed upon timeframe and delivered to user expectations. Communicate with decision makers and stakeholders to ensure understanding of deliverables and expectations.
• Document work following Standard Operating Procedures while also providing feedback to IT leadership about potential improvements in process and procedures
• Manage assigned projects, independently determining appropriate technology solutions and implementation timelines.
• Keep abreast of current technology; and maintains expert knowledge of Wistar’s supported hardware and software.
• Responsible for other tasks and special projects as directed.

Bachelor’s degree and one-year experience or an equivalent combination of education and experience providing technical support for contemporary client operating systems and productivity applications, preferably in an academic or research computing or professional services environment. Experience configuring, deploying and supporting client systems in a highly managed environment.

The ideal candidate will have experience with Windows, Mac, and Linux OS support, as well as Active Directory, O365, Symantec Endpoint Protection, and basic networking (DCHP, vLANs, and Wireless Network Configuration). Experience with virtual desktop delivery platforms, such as VMWare View, as well as Linux based research applications beneficial but not required.

Candidate must demonstrate ability to work with a wide variety of customers and colleagues, delivering exemplary technical support. Ability to work independently and as part of a team; must maintain confidentiality of sensitive materials. Strong customer service orientation and excellent interpersonal, verbal and written communication skills. Ability to present technical materials clearly to both technical and non-technical audiences.

The Wistar Institute is located in the University City area of Philadelphia, in the heart of the University of Pennsylvania Campus. Wistar provides resources to its faculty and staff that enable them to conduct cutting edge collaborative research and provides for outstanding intellectual environments and state-of-the-art facilities. Research discoveries conducted at Wistar have led to the development of vaccines; the identification of genes associated with cancers; and the development of many other significant research technologies and tools.

We offer an excellent benefits package.

For more information about The Wistar Institute visit our website at www.wistar.org .

It is the policy of The Wistar Institute to provide equal employment opportunities to all individuals regardless of race, color, creed, religion, national origin, ancestry, sex, age, veteran status, disability, sexual orientation, gender identity, or on the basis of genetic information, or any other characteristic protected by federal, state, or local law, with respect to all terms and conditions of employment.