Help Desk Analyst Full-Time

Under general supervision, provide technical software, hardware and network problem resolution to all Cardiology Consultants of Philadelphia (CCP) computer users by performing question/problem diagnosis and guiding users through step-by-step solutions; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist Network Technicians; troubleshoot problems; pass more complex end-user problems on to Network Technicians; conduct hardware and software inventory database maintenance and reporting; and perform related work as required.


  • Identifies, diagnoses, and resolves problems for users of personal computers (Desktops, Laptops, Tablets, and Smart Phones) software and hardware, CCP network, the Internet and new computer technology in a call center/on-site environment; communicates solutions to end-users.
  • Provides one-on-one end-user problem resolution over the phone or in person for CCP approved Personal Computer (PC), Laptop, Tablet, Smart Phone software.
  • Delivers, tags, sets up, and assists in the configuration of end-user PC desktop, Laptop, Tablet, Smart Phone hardware, software and peripherals.
  • Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, dial-in, and local-area network access problems.
  • Performs desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
  • Assists Network Technicians in creating materials for end-user frequently asked questions (FAQs)
  • Must be able to provide good customer service through: phone, emails and in person.


  • Proficiency in Microsoft Windows, Microsoft Office, Printers, Scanners and Smart Phones.
  • Intermediate knowledge in hardware and networking.
  • Ability to provide excellent customer service and public relations outreach.
  • Proven ability to effectively manage multiple priorities and meet deadlines.
  • Evidence of flexibility and problem‐solving skills.
  • Demonstrated ability to excel both independently and as a team member in a lively, collaborative environment.
  • Excellent written and verbal communications skills with a demonstrated ability to make difficult concepts easy to understand.
  • Will be part of the on-call/first-call rotation and will rotate the on-call/first-call responsibility every 7-8 weeks. Off-hours support, 24×7, will also be required during the same 7-day period. This responsibility entails responding to off-hours calls for 24×7 support systems, and either resolving the problem or escalating to the necessary technician, engineer, or manager
  • 1-3 years experience preferred

Additional Requirements

  • Must be able to sit for prolonged periods of time in front of a computer.
  • Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking
  • Must be able to travel to remote locations throughout the Philadelphia area.
  • Must have an even temperament.
  • Ability to travel to site locations with personal vehicle. Legal and up-to-date Driver’s license is required.

Cardiology Consultants of Philadelphia provides medical, vision, dental, 401k, profit sharing, LTD, and PTO.


CCP recognizes that in serving our mission of delivering high quality cardiac care, our employees are our greatest asset.

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