Service Desk Engineer

Siri InfoSolutions Inc; Center Square (PA); On-site; USD 40,000 - 55,000; Full time

Job summary

Siri InfoSolutions Inc in Center Square, PA is seeking an IT Help Desk Specialist to log tickets, perform first‑level troubleshooting, and assist users with password resets, access issues, and basic IT problems. You will document all actions, monitor SLA performance, and escalate unresolved incidents to L2/L3 while communicating clearly with users about status and resolution.

The role requires strong customer service, solid problem‑solving, and the ability to work from the knowledge base to

Responsibilities

• Ticket Logging: Receive, log, and categorize incidents and service requests.
• First-Level Support: Provide initial troubleshooting and resolution using knowledge base.
• User Assistance: Support users with common issues (password reset, access, basic IT issues).
• Escalation: Identify unresolved issues and elevate to L2/L3 as per SLA.
• SLA Adherence: Ensure timely response and resolution within agreed SLAs.
• Documentation: Update tickets with accurate actions and resolution details.
• Communication: Keep users informed on status and closure.

Job description

Roles & Responsibilities:

• Ticket Logging: Receive, log, and categorize incidents and service requests.
• First-Level Support: Provide initial troubleshooting and resolution using knowledge base.
• User Assistance: Support users with common issues (password reset, access, basic IT issues).
• Escalation: Identify unresolved issues and elevate to L2/L3 as per SLA.
• SLA Adherence: Ensure timely response and resolution within agreed SLAs.
• Documentation: Update tickets with accurate actions and resolution details.
• Communication: Keep users informed on status and closure.