Tier 1 Help Desk Support

Join a dynamic team in Harrisburg, PA, where your skills in customer service and IT support will make a significant impact. This operational role requires exceptional reliability and communication skills to contribute to the department''s success.

Responsibilities

• Provide technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Investigate and resolve computer software and hardware problems of users.
• Answer questions, applying knowledge of computer software, hardware, systems, and procedures.
• Collaborate with technical and non-technical co-workers to research problems and find solutions.
• Guide users through diagnostic procedures using diagnostic software or by providing instructions over the phone.
• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed.
• Follow quality standards and demonstrate strong customer service skills.
• Work effectively in a team environment.
• Complete assigned tasks efficiently.
• 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 reference publications and diagnostic aids as needed to resolve end user issues.

Required Skills

• Experience with call tracking and ticketing software.
• Attention to detail 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.
• 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).
• Excellent organizational skills.
• Self-motivated achiever who gains satisfaction from providing excellent customer service.
• 1 year of previous IT Service Desk and/or Call Center experience required.

Note: Saturday work from 8 AM - 12 PM is scheduled once a quarter with at least two weeks’ notice provided.