Service Desk Technician II

WHY CHOOSE ECRI?ECRI is an inspiring place to work. We share a common mission to help healthcare organizations make smart, compassionate, and ethical decisions for patients. Consider these additional benefits of joining the ECRI team: Industry leadership: We have a long history and proven reputation in patient safety and medical technology research. On-the-job-learning: You will have the opportunity to work with specialists across medical science, patient care, healthcare management, and technology. Comprehensive healthcare benefits: We offer medical, dental, vision, life insurance, accidental death and dismemberment, and disability coverage. Retirement Savings: Our employees can participate in an employer-matching 403(b) Retirement Savings Plan. Additional benefits: ECRI offers additional benefits to our employees, including paid time off and holiday pay, paid leave for parents, tuition assistance, employee assistance program, access to LinkedIn Learning, and other voluntary benefit programs (e.g. accident insurance, identify theft insurance, flexible spending accounts). Volunteer Program: ECRI Cares, our employee volunteer program, provides a framework for us to work together and make a difference in the lives of others. All employees are provided 16 hours annually of paid time to volunteer at preapproved ECRI Cares charities during normal business hours.ABOUT ECRIAt ECRI, our passion for safe, effective, and efficient care is ingrained into the fabric of who we are and why we are here. For more than 50 years, the people of ECRI have been unyielding in their work to protect patients from unsafe and ineffective medical technologies and practices. Now, with the acquisition of the Institute for Safe Medication Practices (ISMP), we have created one of the largest healthcare quality and safety entities in the world.As a non-profit, independent organization, we utilize an unbiased, evidence-based approach to develop guidance, and maintain our principles of integrity and transparent work. Our ethical standards have led us to adopt the industry's strictest conflict-of-interest policies, and they are why tens of thousands of healthcare leaders worldwide rely on ECRI to guide their clinical, operational, and strategic decisions across all sites of care.The Most Trusted Voice in HealthcareECRI is proud to serve the healthcare industry, from providers and insurers to government agencies, and medical associations. Our areas of focus include: Patient Safety: empowering leaders to eliminate patient harm through the dissemination of best practices, guidance, benchmarking, and recommendations. Evidence-Based Medicine: providing clinical evidence to inform and support decisions on the effectiveness of medical technologies, procedures, genetic tests, and clinical practice guidelines. Technology Decision Support: arming hospital systems with unbiased insights, so they can optimize their supply chain.ECRI is the only organization worldwide to conduct independent medical device evaluations, with labs located in North America and Asia Pacific. ECRI is designated an Evidence-based Practice Center by the U.S. Agency for Healthcare Research and Quality and a federally certified Patient Safety Organization by the U.S. Department of Health and Human Services.At ECRI, our passion for the truth drives us to go further and dig deeper in our pursuit to advance effective, evidence-based healthcare globally.The success of our organization relies on the kind of creative thinking that can only result from a diverse team of individuals. ECRI is proud to be an employer of choice with an inclusive environment for all employees. As part of this goal and in compliance with various laws and regulations, ECRI provides reasonable accommodation to applicants and employees.It's what makes ECRI unique, and why we are the most trusted voice in healthcare.POSITION SUMMARY The Service Desk Technician II at ECRI assists in daily maintenance and troubleshooting of laptops, desktops, and printers, both remotely and in rotational assignments at corporate facilities in Plymouth Meeting, PA. The position is responsible for deploying software updates in coordination with the Network and Server Operations team. You will also provide as-needed end user training and support in Microsoft 365, corporate applications, remote connectivity as well as performing the essential functions outlined below. Service Desk Technicians must live within driving distance of ECRI's headquarters in Plymouth Meeting, Pennsylvania. ESSENTIAL FUNCTIONS Reasonable Accommodation Statement:To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactory. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.Essential Functions Statement(s): • Resolve advanced laptop/desktop, software, and network support requests for employees and guests. • Work with the Infrastructure Operations team to create OS images on current and new end user hardware. • Debug and manage scripts to automate deployments, installations, and updates. • Package and deploy OS upgrades, ECRI Software, and application updates utilizing Microsoft SCCM and Intune. • Work from Service Desk ticketing system to document and resolve end user issues. Manage escalated tickets to assist with resolution and root cause analysis. • Manage user accounts and organizational units (OU) in Active Directory. • Manage and troubleshoot group polices for workstations and users. • Run and maintain system compliance reporting for Windows updates. • Run and maintain desktop backups and file synchronization. • Assist in design and creation of Microsoft Power Apps. • Set up and configure printer installations in ECRI-managed facilities. • Manage end point and data migrations to new hardware. • Update hardware and software inventory as necessary to meet best practices. • Manage small projects and report weekly/monthly updates to management. • Support routine telephone, fax, & voicemail operations and troubleshooting. • Assist in development and conduct in-house training for applications used at ECRI. • Perform routine end-user software installations for specialized corporate applications. • Be available for rotational on-call responsibilities supporting internal and external clients. • Provide routine technical support at ECRI's domestic US facilities. Additional Responsibilities: • Other duties, as assigned Accountability Metric(s): • Ability to communicate effectively, learn from others, and adopt standards. • Provide customer service support for internal and external users. • On time delivery of tasks and projects. • Professional development: Take relevant online education courses recommended by manager to grow your knowledge base.QUALIFICATIONSExperience: • Ability to communicate effectively, learn from others, and adopt standards. • Provide customer service support for internal and external users. • On time delivery of tasks and projects. • Professional development: Take relevant online education courses recommended by manager to grow your knowledge base. Education: • Associate/Bachelor's degree is preferred but not required, on the job experience can be considered as equivalent education. Computer Skills: • Proficient with Microsoft Office 365 Suite of products (e.g., Word, Excel, and PowerPoint), Microsoft 10, macOS, and basic networking. Certifications & Licenses: • Microsoft Certifications are not required, but preferred. PHYSICAL DEMANDS Not Applicable (N) Activity is not applicable to this position. Occasionally (O) Position required this activity up to 33% of the time (0 - 2.5 hours a day) Frequently (F) Position requires this activity from 34% - 66% of the time (2.5 - 5.25 hours a day) Constantly (C) Position Requires this actively more than 66% of the time (5.25+ hours a day) Movement Choose Frequency Stand O Walk F Sit C Manually Manipulate C Grasp O Reach Outward O Reach Above Shoulder N Speak C Climb N Crawl N Squat or Kneel N Bend N Vision C Lift/Carry Choose One: 10 lbs or less O 11-20 lbs N 21-50 lbs N 51-100 lbs N Over 100 lbs N Push/Pull Choose One 12 lbs or less N 12-25 lbs N 26-40 lbs N 41-100 lbs N POSITION COMPENSATIONThe salary range for new employees in this position is $55,671.92 - $62,352.55, based on background, experience, and skills. In addition, new employees in this position are eligible for all of our benefit offerings, including, but not limited to, health and welfare benefits, 403(B) retirement savings, and paid time off (PTO).EEO STATEMENT ECRI is committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or veteran status. We value diversity and believe that a diverse workforce enhances our ability to succeed. ECRI complies with applicable federal, state, and local laws governing nondiscrimination in employment and prohibits any form of discrimination or harassment based on these protected characteristics. ADA STATEMENTECRI is committed to equal employment opportunities and compliance with the Americans with Disabilities Act (ADA). We value diversity and inclusivity and strive to provide a work environment that accommodates employees with disabilities. If you require reasonable accommodations to participate in the application or interview process, please inform us so that we can provide the necessary support. ECRI believes that every individual should have an equal opportunity to contribute their skills and talents, and we are dedicated to making our workplace accessible and inclusive for all. #LI-Hybrid

Created: 2026-04-02