IT Help Desk

American business solutions inc; Harrisburg (Dauphin County); On-site; USD 50,000 - 72,000; Full time

Job summary

American business solutions inc is seeking an experienced End-user Support specialist to handle inbound calls about network issues, create ServiceNow tickets, and escalate to engineers as needed.

You will monitor remote sites using network tools, assist Commonwealth staff and vendors, and follow incident management procedures to restore service quickly and communicate status updates.

Qualifications

• Excellent communication and phone etiquette for end-user interactions.
• Ability to support end-users with varying IT skillsets.
• Experience with incident management, call tracking, and ticketing software.

Responsibilities

• Respond to inbound calls about network issues and create/ escalate ServiceNow tickets.
• Coordinate with engineers, Commonwealth staff and third-party providers to resolve issues.
• Monitor network assets and outages using established tools and escalation processes.
• Provide first-line diagnosis and log details for incidents and resolutions.
• Escalate high-priority issues promptly and follow documented procedures.
• Maintain and update knowledgebase and communicate status per templates.

Skills

Communication skills

Phone etiquette

End-user support

SOP compliance

Adaptability

Detail oriented

Organizational skills

Troubleshooting

Incident management

Tools

ServiceNow

Ticketing systems

Network monitoring tools

Job description

Engagement Type

Contract

Role Description

End-user Support

• Answer inbound phone calls concerning network issues from Commonwealth employees, and LEC/Last User Contract, LUC, vendors.
• Creates and escalates Service Now trouble tickets to Engineers, tier two Commonwealth staff, and/or third-party service providers to ensure the quick resolution of IT/Network issues.
• Works with NOC T2 Engineers, Commonwealth staff and contracted personnel, and/or third-party providers as needed.
• Research and updates 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.
• Promptly and properly escalates high priority issues.

Monitoring & Maintenance

• Utilize network management tools, such as Solar Winds and Squared up, to monitor remote sites network and hardware.
• Actively monitors the status of Commonwealth networks and attached network assets using established tools and promptly initiates appropriate actions.
• 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 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.
• Actively monitors the Service Now ticket queue.
• Monitors appropriate Commonwealth email accounts for any event messages and initiates action as needed.
• Proactively identifies and resolves problems.

Communication

• Acts as the primary network contact for Commonwealth employees and business partners outside of regular business hours.
• Perform Enterprise Incident communications using defined process and approved template.
• Monitors the network hotline during coverage hours.
• Issues network status updates using established procedures.
• Follows quality standards and displays strong customer service skills.

Routine Tasks

• Assists the network engineers and technicians with outstanding tasks.
• Updates network operation and knowledgebase documentation.
• Participates in disaster recovery.
• Completes assigned tasks.

Required Skills

• Possesses excellent communication skills; both written and spoken.
• 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 adapt to change.
• Detail oriented and resourceful.
• Excellent organizational skills.
• Ability to troubleshoot end-user issues and/or expedite as needed to ensure quick resolution.
• Experience with incident management, call tracking, and ticketing software.

Preferred Experience

2+ years previous systems administrator, help desk, and/or call center experience.

Required/Desired Skills

• Previous systems administrator, help desk and/or call center experience Highly desired 2.0 Years
• Experience with incident management, call tracking and ticketing software (preferably ServiceNow) Required
• Ability to support end users with varying IT skillsets Required
• Ability to troubleshoot end-user issues and/or expedite as needed for quick resolution Required
• Excellent communication skills (written and oral) Required

Skills :

Previous systems administrator,help desk and/or call center experience,Experience with incident management,call tracking and ticketing software (preferably ServiceNow),Ability to support end users with varying IT skillsets,Ability to troubleshoot end-user issues and/or expedite as needed for quick resolution,Excellent communication skills (written and oral)