Computer User Support Specialist (Philadelphia)
GDH
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Job Details
Skills
Summary
This position involves providing technical support and customer service as part of an information technology service desk team. The role requires responding to user inquiries, troubleshooting hardware and software issues, and ensuring timely resolution of incidents. It is suited for individuals with help desk experience who can deliver consistent, reliable IT support in a collaborative environment, with responsibilities extending to both remote and onsite support.
Responsibilities
- Deliver prompt and effective technical assistance to all users, including VIPs, to ensure minimal downtime.
- Respond to service requests via telephone, email, and in-person interactions, maintaining high levels of customer satisfaction.
- Diagnose and resolve issues related to computer hardware, software, networking, and telecommunications systems.
- Escalate complex problems to Tier 3 support and collaborate to achieve rapid resolution.
- Document all incidents, tracking progress and resolution within the ITSM system (preferably ServiceNow).
- Meet or exceed all service level agreements related to response time, resolution speed, and ticket management.
- Provide onsite support at the regional office once per week, including "smart hands" assistance to Tier 3 staff.
- Manage multiple support tickets simultaneously while maintaining accurate records.
- Follow established protocols for diagnosing issues and providing effective solutions.
- Maintain awareness of new technology trends and support best practices in technical help desk operations.
Qualifications
- Minimum of 2 years of help desk experience with a bachelor’s degree; 0 years with a master’s degree; or 4 years of experience with a high school diploma.
- Proven experience working with ITSM tools, preferably ServiceNow.
- Strong troubleshooting skills across hardware, software, and network systems.
- Excellent verbal and written communication abilities.
- Ability to provide remote and onsite support as required.
- Must be legally authorized to work in the United States without employer sponsorship, now or in the future and capable of obtaining public trust clearance.
- Availability to work in a hybrid schedule, combining remote work with onsite support at the regional office.
- Organized, detail-oriented, and capable of managing multiple priorities effectively.
Publishing Pay Range: $15.00 - $21.00 USD Hourly
Location Requirements: This position offers a hybrid schedule, with time split between the office and remote work.
- Dice Id: 10112156
- Position Id: 112174
- Posted 1 day ago
Company Info
GDH is a technology workforce solutions provider committed to always giving and delivering more. Better talent. More client and consultant support. Greater service. World-class outcomes. Providing technology staffing, project solutions, and recruitment process outsourcing (RPO), we will be able to deepen our understanding of your business challenges, stay up to date with industry trends, and enhance our ability to create custom solutions to help achieve your business outcomes. We have established ourselves as a trusted partner to countless businesses operating in the communications sector. Our primary goal is to source and recruit the most talented professionals, assemble teams of skilled specialists, create innovative recruitment and professional services strategies that drive growth and foster innovation.
GDH Benefits
GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance. These comprehensive benefits cover various aspects of an employee's life and aim to enhance their overall experience with the company. Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services. Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insurance plans. Enjoy additional perks like holiday pay, 401(k) plan, direct deposit, an employee referral program, work-life balance benefits, a Wellbeats membership, a discounted gym membership program, and more! For more detailed information on benefits, please go to GDH’s website under the tab for candidates.
GDH provides equal employment opportunities (EEO) to all employees and applicants for
employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran's status or any other category protected by law. In addition to federal law requirements, GDH Consulting, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Applicants with disabilities that require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.
Please visit GDH's website for notice of collection for California applicants.
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