Help Desk Support Specialist/Technical Support Specialist

3 days ago

Chester, United States ATC Full time

Help Desk Analyst/Technical Support Specialist

Onsite Role at SCI Chester - 500 E 4th St, Chester, PA 19013

Hourly Pay: $25-$30/hour


Job Description:

Help Desk Analyst, Tier 2 technical support for hardware and software with 5+ years of experience.


Duties:

  • Manage expectations at all levels: customers/end users, executive sponsors.
  • Ensure quality standards are followed.
  • Monitor the team’s open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.
  • Act as the escalation point for high priority support issues.
  • Able to make recommendations on policies on system use and services.
  • Calls software and hardware vendors to request service regarding defective products.
  • Acts as a subject matter expert for one or more custom or COTS applications.
  • Talks to programmers to explain software errors or to recommend changes to programs.
  • May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
  • Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
  • Write software and hardware evaluation and recommendations for management review.
  • Write or revise user-training manuals and procedures.
  • Develops training materials, such as exercises and visual displays.
  • Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.
  • Provides technical assistance, support, and advice to end users for hardware, software, and systems.
  • Provides hands-on technical assistance to business and technical users.
  • Investigates and resolves computer software and hardware problems of users.
  • Serves as a contact for level 1 support.
  • Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
  • Determines whether problem is caused by hardware, software, or system.
  • Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
  • Talks with 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.
  • Experienced with a variety of call-tracking software and systems.
  • Reads trade magazines and engages in independent study to maintain current industry knowledge.
  • Follow quality standards and displays strong customer service skills.
  • Able to work in a team environment.
  • Complete assigned tasks.
  • Strong communication skills; both written and spoken.


Requirements:

  • Tier 2 technical support for hardware and software - Required 5 years
  • Experience with call tracking and ticketing software- Required 5 years
  • Provides user training, documentation, manuals- Required 5 years
  • Managing and assigning support issues- Required 5 years
  • 4 year college degree in field of specialty or equivalent experience - Highly desired

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