Tier 1 Help Desk
Tier 1 Help Desk
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Salary Not Disclosed
1 Vacancy
Job Description
- This is 100 OnSite. Client would prefer candidates local to the Harrisburg PA Area.
- The training cycle runs 34 weeks so start date would most often fall 2 to 3 weeks from the date of acceptance.
- The team teleworks on every Friday.
- 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 nontechnical coworkers 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.
Requirements
- 1 year of field experience. 2year associates degree or equivalent technical study.
- Experience with call tracking and ticketing software
- Attentive to details and ability to be resourceful (using supplied documentation)
- Ability to support users with limited knowledge of computers software hardware and systems
- Above average communication skills and telephone manner.
- Excellent organizational skills.
- Basic User & Security Group Active Directory administration.
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365.
- Experience with using and troubleshooting Office 365 within a network environment (permissions calendar sharing delegation).
- You will be a selfmotivated achiever who gains satisfaction from providing excellent customer service.
- 1 years previous IT Service Desk and/or Call Center experience required.
Employment Type
Full-Time
