Tier 1 Help Desk
*Local to Harrisburg, PA preferred
*This position is primarily onsite with telework on Fridays
*Saturday work is expected once a quarter
Description:
- This is a Tier 1 position requiring working on phones all day.
- This position is 100 on the phones, password resets, and application support.
- No Tier 2 work will be performed.
- This is an operational-type job and reliability and communication are key components to making the department successful.
- The client seeks someone with customer service experience people skills prefer a team environment and have basic IT experience.
- They can teach the IT but the candidate either will have or doesn’t have people and customer service skills.
Responsibilities:
- Provides technical assistance support and advice to end users for hardware software and systems via phone.
- Investigates and resolves computer software and hardware problems of users.
- Answers questions applying knowledge of computer software hardware systems and procedures.
- Talks with technical and non-technical co-workers to research problem and find solution.
- Asks user with problem to use telephone and participate in diagnostic procedures using diagnostic software or by listening to and following instructions.
- Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
- Follow quality standards and displays strong customer service skills.
- Able to work in a team environment.
- Complete assigned tasks.
- Excellent communication skills both written and spoken.
- Reset or restore mainframe LAN and User IDs and passwords through RACF or Active Directory
- Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
- Research and update as needed reference publications and diagnostic aids to seek information necessary to resolve end user issues.
Required Skills/Knowledge/Experience:
- 1+ years’ previous IT Service Desk and/or Call Center experience required, Required 1 Years
- Experience with call tracking and ticketing software, Required 1 Years
- Attentive to details and ability to be resourceful (using supplied documentation), Required 1 Years
- Ability to support users with limited knowledge of computers, software, hardware and systems, Required 1 Years
- Above average communication skills and telephone manner., Required 1 Years
- Basic User & Security Group Active Directory administration, Required 1 Years
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365, Required 1 Years
- Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation), Required 1 Years
- Excellent organizational skills, Required
- You will be a self-motivated achiever who gains satisfaction from providing excellent customer service, Required
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