We are seeking an Information Technology Help desk professional. Excellent Customer Service skills are the key to success in this role. The candidate will be responsible for serving the initial point of contact for end users, providing support on a variety of issues by responding to telephone calls, email and associate requests for first tier PC, server, or hardware related technical support.
Essential Functions:
- Provide frontline support for all PC technology, phones, and printers.
- Prioritize and analyze users requests, referring problems or concerns to a Customer Support Analyst.
- Ensure compliance with Service Level Agreements.
- Assign help desk cases to the appropriate group as defined in the IT Service Level Agreement escalation procedures.
- Follow up with support staff and with users to ensure timely and satisfactory issue resolution.
- Provide basic personal computer troubleshooting and defined resolution support.
- Log and track all calls, emails or faxes using the Help Desk automated software management tool therefore maintaining historical reports on individuals and issues.
- Communicate System Problems/Downtime to team members in a timely manner.
- Maintain compliance with Help Desk work instructions, processes and procedures.
- Recognize and report to management any trends requiring customer notification, training needs or procedure enhancements.
- Works with multiple IT Department Employees to transition trouble tickets while maintaining total contact ownership with the end user, following up on incident tickets with the appropriate functional technician/engineer if the call cannot be resolved at first contact.
- Works with users by answering phone calls in a timely manner.
- Adhere to the Help Desk Attendance Policy to ensure proper coverage for end user support.
- Conducts job responsibilities in accordance with the standards set out in the Company’s Code of Business Conduct & Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.
- Performs other tasks as assigned.
Minimum Qualification
- Candidates must be able to pass FBI Background check and obtain Act 33 and Act 34 clearances.
- Minimum of 1 year IT Help Desk Experience with technical experience in PC/LAN environment. Solid basic technical understanding of PC, LAN/WAN, and Telecom environments required
- General knowledge of computer equipment & peripherals required
- Proficiency in Google and Microsoft Office applications
- A+ Certification preferred
- Customer Service Orientation, Excellent communication skills.
- Proven troubleshooting and problem solving skills.
Required Organizational Qualifications
- Candidate should have excellent interpersonal skills, be confident and reliable.
- Proven ability to assume ownership and willingness to take on responsibility and manage projects to completion.
- Candidate is willing to work in a team-oriented environment.
Clearances:
- Must be able to obtain valid Act 34 (Criminal Record Check), Act 151 (Child Abuse History Check) and FBI (Federal Bureau of Investigation) Criminal History Check.
Benefits:
- Health Insurance
- Short-term disability
- Long-term disability
- Training
- Vacation/Sick leave
- Paid Federal Holidays
- 401K