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JR IT Support Analyst

3 months ago

Harrisburg, United States D&H Distributing Full time

SUMMARY

​Technology Service Center (TSC) responsibilities include: Support for day-to-day ticket management and service requests; end-user support of systems and applications; incident escalation and tracking. The Technology Service Center position is accountable for addressing end-user issues in a timely manner, first call resolution (FCR), and incident assignment and submission.

​

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Provide phone support, onsite, and remote end-user client support (Windows).
  • Provide equipment and cabling support, onsite and at our Distribution Centers.
  • Install and teardown IT equipment as needed onsite and at our Distribution Centers.
  • Utilize ServiceNow ticketing system to create, assign, triage and determine escalation path.
  • Investigate and troubleshoot applications, operating systems and peripherals.
  • Deploy and maintain computer, IP phone, scanner, and other peripherals.
  • Basic network printing support.
  • Ensure the asset management library is accurate.
  • Assist with boxing and shipping of equipment.
  • Other responsibilities as assigned.
  • Travel to DCs as needed.


​KNOWLEDGE, SKILLS, and/or ABILITIES

  • Knowledge of Microsoft Excel and/or other analytical software.
  • Keen desire to learn & increase knowledge in hardware support.
  • Good written and verbal communication skills.
  • Follow a process or procedures with guidance or instruction.
  • Team-player attitude.
  • Meticulous attention to detail.
  • Willingness and ability to learn new technologies.


EDUCATION and/or EXPERIENCE

Education

  • Computer training Certificate or some Technical School preferred.

Experience

  • 0-1 years of customer service experience.
  • 0-1 years of help desk or technical support experience.