CEDC HDA2

Job Title: Helpdesk / Technical Customer Service Representative
Duration (Contract): 2 Months
Client Location: Harrisburg PA

Location Preference: Onsite

Job Description:

As an Helpdesk / Technical Customer Service Representative you will provide IT phone and email support for the Conservation & Environment Delivery Centre including all employees in 3 agencies and 2 boards and the public using websites.

Key Responsibilities:

• Provides technical assistance support and advice to end users for hardware software and systems.
• Ensure quality standards and SLAs are followed.
• Serves as a contact for level 1 support for users having problems using computer software hardware and operating systems and escalates as necessary.
• Coordinates with co-workers to research problems and find solutions.
• Coordinates with user to participate in diagnostic procedures or by listening to and following instructions.
• Track every call or email in the IT ticketing system currently ServiceNow.
• Monitor call center software for incoming calls and answer promptly.
• Suggest update to the user-training manuals KBs and procedures.

Required Skills Experiences Education and Competencies:

• 1 to 3 years of help desk experience
• Experience at a similar service desk environment
• Experience with ServiceNow or similar ticketing system

The hourly range for roles of this nature are $18.00 to $20.00/hr. Rates are heavily dependent on skills experience location and industry.

cyberThink is an Equal Opportunity Employer.