Job Description
RESPONSIBILITIES
• Individuals in this job position perform work at the intermediate level within this job family.
• The Helpdesk Representative III (HDRIII), located in Cranberry Township, PA,
• Provide support to end users and IT systems on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, emails, and personnel requests for technical support.
• Performs pro-active monitoring of computer systems through appropriate tools.
• Documents, tracks, and monitors problems to ensure timely resolutions.
• Works directly with customers on resolving problems that typically take greater time and experience to resolve.
• Participates in various projects to monitor and improve responsiveness to customer.
• Plans and monitors goals. Incumbents are service matter experts and promote instructions from pre-established guidelines to resolve issues.
QUALIFICATIONS
• Bachelor degree in Information Technology, or related discipline
• 1-3 years technical support experience in a computer-related area
• Knowledge of commonly used concepts, practices, and procedures in the related field
• Working knowledge of related ITIL standards or best practices
• Intermediate knowledge of infrastructure support components: Standard desktop, tools & utilities, Server operating systems, tools & utilities, IT networks and voice services, IT security and Disaster recovery, Process control and monitoring, Call Center technologies
• Advanced troubleshooting skills
• Successful completion of the IT Entry Logic and Problem Solving Test
• Strong analytical abilities to quickly resolve technical problems, evaluate alternative approaches and to recommend the most feasible and economical solutions
• Strong analytical, communication, problem solving, and organizational skills
• Ability to work without close supervision while ensuring that tasks are done effectively and consistently
• Strong verbal communication skills, including the ability to document operations procedures
• Ability to effectively work independently or in a team environment
• Ability to effectively interact with a diverse user base
• Availability to work rotating shifts and holidays
• Ability to work in an office or retail store environment with sensitivity for safety and physical security
• Individuals in this job position perform work at the intermediate level within this job family.
• The Helpdesk Representative III (HDRIII), located in Cranberry Township, PA,
• Provide support to end users and IT systems on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, emails, and personnel requests for technical support.
• Performs pro-active monitoring of computer systems through appropriate tools.
• Documents, tracks, and monitors problems to ensure timely resolutions.
• Works directly with customers on resolving problems that typically take greater time and experience to resolve.
• Participates in various projects to monitor and improve responsiveness to customer.
• Plans and monitors goals. Incumbents are service matter experts and promote instructions from pre-established guidelines to resolve issues.
QUALIFICATIONS
• Bachelor degree in Information Technology, or related discipline
• 1-3 years technical support experience in a computer-related area
• Knowledge of commonly used concepts, practices, and procedures in the related field
• Working knowledge of related ITIL standards or best practices
• Intermediate knowledge of infrastructure support components: Standard desktop, tools & utilities, Server operating systems, tools & utilities, IT networks and voice services, IT security and Disaster recovery, Process control and monitoring, Call Center technologies
• Advanced troubleshooting skills
• Successful completion of the IT Entry Logic and Problem Solving Test
• Strong analytical abilities to quickly resolve technical problems, evaluate alternative approaches and to recommend the most feasible and economical solutions
• Strong analytical, communication, problem solving, and organizational skills
• Ability to work without close supervision while ensuring that tasks are done effectively and consistently
• Strong verbal communication skills, including the ability to document operations procedures
• Ability to effectively work independently or in a team environment
• Ability to effectively interact with a diverse user base
• Availability to work rotating shifts and holidays
• Ability to work in an office or retail store environment with sensitivity for safety and physical security
Additional Details
Experience: 2-5 years