What are the responsibilities and job description for the Service Desk Level 1 position at Brilliance Cyber Systems INC?
Title : Service Desk Level 1
Location : Harrisburg, PA
Type : Contract, Onsite
- Normal work schedule for this position is three weekday overnight shifts from 5p-6:30a on Monday, Tuesday and Thursday nights.
- Local candidates only
Role
- Answer inbound phone calls concerning network issues from employees, and LEC/Last User Contract, LUC, vendors.
- Creates and escalates Service Now trouble tickets to Engineers, tier two staff, and/or third-party service providers to ensure the quick resolution of IT/Network issues.
- Works with Engineers, client's staff and contracted personnel, and/or third- party providers as needed.
- Research and update reference publications and diagnostic aids to seek information necessary to resolve end-user issues as needed.
- Follows IT Service Desk and Network Operator Knowledgebase procedures and makes recommendations when improvements are needed.
- Utilize network management tools, such as Solar Winds, to monitor remote sites network and hardware.
- Responds to outages and system failures using established escalation processes.
- Provide first-line investigation and diagnosis of network incidents, logging all details and prioritization of incidents.
- Escalate after hours incidents to afterhours staff for resolution.
- Promptly assign unresolved incidents to higher Tier support or LUC providers to coordinate restoration of service and obtain the necessary information for recording/tracking the outage or degradation of service.
- Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.
* Participates in disaster recovery.
Required Skills:
- Ability to be clearly understood and has excellent phone etiquette.
- Ability to support end-users with varying IT skillsets.
- Ability to follow directions, especially when using established operation and knowledgebase documentation, and Commonwealth standard operating procedures.
- Ability to troubleshoot end-user issues and/or escalate as needed to ensure quick resolution.
- Experience with incident management, call tracking, and ticketing software.
- Preferred 2 years previous systems administrator, help desk, and/or call center experience.
Job Type: Contract
Pay: $21.00 - $23.00 per hour
Schedule:
- 8 hour shift
- Night shift
Work Location: In person
Salary : $21 - $23
