Helpdesk Representative III

Position: Helpdesk Representative

Location: Cranberry Township PA

Duration: 4 Months

Shift: Regular

Pay Rate: $21.63/hr

Role & Responsibilities:

• The Service Analyst job family forms part of the Service Management track within the IT function. Members of this family provide support to endusers and provide proactive monitoring of PPGs computer system through ITIL methodology best practices of Incident Problem and Knowledge centered support.
• Individuals in this job position perform work at the intermediate level within this job family.
• The Helpdesk Representative III (HDRIII) located in Cranberry Township PA provides support to end users and IT systems on a variety of issues. Identifies researches and resolves technical problems. Responds to telephone calls emails and personnel requests for technical support.
• Performs proactive monitoring of PPGs computer systems through appropriate tools.
• Documents tracks and monitors problems to ensure timely resolutions.
• Works directly with customers on resolving problems that typically take greater time and experience to resolve.
• Participates in various projects to monitor and improve responsiveness to customer. Plans and monitors goals. Incumbents are service matter experts and promote instructions from preestablished guidelines to resolve issues.

Minimum Required Qualifications:

• A 4year degree in Information Technology or related discipline
• 13 years technical support experience in a computerrelated area
• Knowledge of commonly used concepts practices and procedures in the related field
• Working knowledge of related ITIL standards or best practices
• Intermediate knowledge of infrastructure support components
• Standard desktop tools & utilities
• Server operating systems tools & utilities
• IT networks and voice services
• IT security and Disaster recovery
• Process control and monitoring
• Call Center technologies

Preferred Skills:

• Advanced troubleshooting skills
• Successful completion of the IT Entry Logic and Problem Solving Test
• Strong analytical abilities to quickly resolve technical problems evaluate alternative approaches and to recommend the most feasible and economical solutions
• Strong analytical communication problem solving and organizational skills
• Ability to work without close supervision while ensuring that tasks are done effectively and consistently
• Strong verbal communication skills including the ability to document operations procedures
• Ability to effectively work independently or in a team environment
• Ability to effectively interact with a diverse user base
• Availability to work rotating shifts and holidays
• Ability to work in an office or retail store environment with sensitivity for safety and physical security
• Success Factors: Prime Success Factors (focus on results drive change promote teamwork build trust & respect understand market & customer perspective) plus the following:
• Attend to Detail
• Communicate and Share Information
• Manage Complexity
• Solve Problems
• Take Responsibility