IT Help Desk Support

Job Description:

Job Title: IT Help Desk Support

Location: Philadelphia, PA (remote with onsite travel as needed)

travel is required to the Regional office once per week or as needed.

There is also travel required as needed to Field sites in the region:

Maryland

Virginia

Pennsylvania

West Virginia

It’s not very often need to go but could be quarterly for proactive maintenance. So this person will need to be able to travel via car or air as needed and stay overnight for a few days if needed.

Seeking for a IT Help Desk Support to join our team of qualified, diverse individuals. The qualified applicant will become part of Clients Information Technology Service Desk Support and Engineering Services Program. The IT Service Desk Technician provides technical assistance to answers questions; resolves computer problems for clients in person, or via telephone or electronically; provides assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. This position is remote with onsite travel as needed that supports, VIPs that are virtual and in-office (Philadelphia).

What you’ll do:

• Provide responsive, reliable, and consistent service delivery.
• Provide IT services that appropriately respond to the time-sensitive needs of customers,
• Provide prompt referrals and escalations to an appropriate IT support service option.
• Meet all Service Level Agreements (SLAs) including, but not limited to, speed to answer, first contact resolution, and limits on aged tickets.
• Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
• Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases.
• Alerts management to recurring problems and patterns of problems.
• Respond to and diagnoses problems through discussion with users.
• Ensures timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Provide support to end users on a variety of issues related to applications and web applications.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, email and personnel requests for technical support.
• Document, track, and monitor the problem to ensure a timely resolution.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulate or recreate user problems to resolve operating difficulties.
• Recommend systems modifications to reduce user problems.

Qualifications

What you'll need:

Required Qualifications:

• Bachelor's degree with 4 years or High School diploma with 8-10 years of relevant experience.
• Minimum of 2 years of experience working in a help desk environment with ServiceNow tools.

Preferred Qualifications:

• Must have great oral and written communication skills.
• Experience MS Office Suite, including Outlook, Word, Excel, and PowerPoint
• Ability to effectively work independently and as a member of a team.
• Must be able to thrive in a fast-paced, rapidly evolving environment with varying priorities, based on a team building culture.