Tier 1 Help Desk

Mbi Llc; Harrisburg (Dauphin County); On-site; USD 40,000 - 55,000; Full time

Job summary

A technology service provider is seeking a Tier 1 IT Service Desk professional in Harrisburg, PA. The role involves providing technical support primarily over the phone, assisting users with hardware and software issues, and maintaining customer service standards. Ideal candidates possess strong communication skills and customer service experience, with at least one year of relevant experience. The position may require occasional Saturday work from 8 AM to 12 PM once a quarter, with prior notice given.

Qualifications

• 1+ years of previous IT Service Desk and/or Call Center experience.
• Experience with call tracking and ticketing software.
• Ability to support users with limited knowledge of computers.
• Strong knowledge of Microsoft-based operating systems.
• Above average communication skills.

Responsibilities

• Provides technical assistance and support to end users via phone.
• Investigates and resolves computer software and hardware problems.
• Creates and escalates Remedy trouble tickets as needed.
• Follows quality standards and displays strong customer service skills.
• Resets or restores user IDs and passwords.

Skills

Customer service skills

Communication skills

Attention to detail

Resourcefulness

Team collaboration

Tools

Remedy

Active Directory

Windows 7

Office 365

Job description

Overview

This is a Tier 1 position requiring working on phones all day. 100% on the phones, password resets, and application support. No Tier 2 work will be performed. Reliability and communication are key components to making the department successful.

PennDOT seeks someone with customer service experience, people skills, prefers a team environment, and has basic IT experience. They can teach the IT, but the candidate either will have or doesn’t have people and customer service skills.

Responsibilities

• Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Investigates and resolves computer software and hardware problems of users.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Tells technical and non-technical co-workers to research problem and find solution.
• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
• Creates and escalates Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
• Follows quality standards and displays strong customer service skills.
• Works in a team environment.
• Completes assigned tasks.
• Excellent communication skills; both written and spoken.
• Resets or restores mainframe, LAN and User IDs and passwords through RACF or Active Directory.
• Diagnoses and coordinates the repair of products by dispatching and tracking the work of appropriate Service Providers.
• Researches and updates, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.

Schedule

Saturday work from 8 AM - 12 PM is scheduled once a quarter and management will give at least two weeks’ notice beforehand.

Qualifications

• 1+ years of previous IT Service Desk and/or Call Center experience.
• Experience with call tracking and ticketing software.
• Attentive to details and ability to be resourceful (using supplied documentation).
• Ability to support users with limited knowledge of computers, software, hardware, and systems.
• Above average communication skills and telephone manner.
• Basic User & Security Group Active Directory administration.
• Strong knowledge of Microsoft-based operating systems with emphasis on Windows 7 and Office 365.
• Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation).
• Excellent organizational skills.
• Self-motivated achiever who gains satisfaction from providing excellent customer service.