Tier 1 Help Desk

Location : Harrisburg PA

Position Type : Onsite

Contract Length : 6 months possible extensions

Position Overview :

This role provides phone-based technical support password resets and basic application assistance for end users in a fast-paced customer-focused environment. Success in this position relies heavily on strong communication skills reliability and the ability to deliver excellent service while following established procedures.

Duties :

Provide technical assistance support and guidance to end users for hardware software and systems over the phone.

Diagnose and resolve user issues involving software hardware and general system functionality.

Answer questions and apply knowledge of computer systems tools and procedures to assist callers.

Collaborate with both technical and non-technical team members to research issues and identify solutions.

Walk users through diagnostic steps via phone using diagnostic tools or guided instruction.

Create and escalate Remedy tickets to Tier 2 or third-party service providers when needed.

Follow quality standards while consistently demonstrating strong customer service skills.

Work effectively as part of a team and complete assigned tasks on schedule.

Communicate clearly both verbally and in writing with users and colleagues.

Reset or restore mainframe LAN and user credentials and passwords through RACF or Active Directory.

Coordinate product repair by dispatching and tracking work performed by appropriate service providers.

Research update and maintain reference materials and diagnostic resources to support issue resolution.

Use call-tracking and ticketing tools to document interactions and monitor progress.

Support users with varying levels of technical comfort and experience.

Troubleshoot Microsoft-based operating systems including Windows 7 and Office 365.

Assist with Office 365 issues such as permissions calendar sharing and delegation within a network environment.

Maintain strong organizational skills and attention to detail while working independently.

Deliver a high level of service and take satisfaction in helping users resolve issues.

Work one scheduled Saturday per quarter from 8 AM to 12 PM with advance notice.

Required Skills :

1 years IT Service Desk and / or Call Center experience

1 years experience with call tracking and ticketing software

1 years demonstrating strong attention to detail and the ability to be resourceful using provided documentation

1 years supporting users with limited technical knowledge

1 years showing above-average communication skills and a professional telephone manner

1 years basic User and Security Group administration in Active Directory

1 years strong knowledge of Microsoft operating systems especially Windows 7 and Office 365

1 years troubleshooting Office 365 in a network environment including permissions calendar sharing and delegation

Excellent organizational skills

Self-motivated and committed to delivering excellent customer service

Required Experience :

Senior IC

Key Skills

user account,Active Directory,Customer Service,Information Technology,desk support,End user,Project Management,Phone Calls,service levels agreement,Desk Staff,Ltil,Procedures,Setup,hardware,Technical Support

Employment Type : Contract

Experience : years

Vacancy : 1