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Help Desk Support Specialist

3 months ago

Philadelphia, United States Judge Consulting Group Full time

Provide personal computer and printer support to all entities to include developing specifications according to user needs, installation of hardware and software, and maintenance of hardware and software. Inventories and performs preventative maintenance on all personal computer hardware and software.


ESSENTIAL FUNCTIONS:

  • Used to flex up staffing at Lancaster General’s Support Desk.
  • Offers Tier 1 and Tier 2 level customer support.
  • Works off a ticket queue to assist customer in finding root cause – sometimes interfacing directly with the customer and technical teams.
  • Performs hardware support for users, including developing specifications to user’s requirements and organizational standards and installation to the network for approved hardware products.
  • Performs technical diagnostics for approved hardware products to determine means of repair.
  • Performs software support for users.
  • Performs preventive maintenance on a regular schedule to assure all devices are functional and performing to specifications.
  • Performs problem determination for approved software products to determine the means of intervention.
  • Train users on proper operating procedures.
  • Recognize trends and escalate them to leadership.
  • Provides high quality customer service through courteous, prompt and accurate communication.


SECONDARY FUNCTIONS:

  • Stays current with supporting documentation by regularly reviewing knowledge base and supporting documentation.
  • Provides input and feedback on technical documentation for knowledge base and supporting documentation.
  • Works on projects and other duties as assigned by the Customer Service Desk Manager/Supervisor.
  • Keeps current on all technologies within the supported environment.
  • Participates in other IT service groups and committees.
  • Other duties as assigned.


MINIMUM REQUIRED QUALIFICATIONS:

  • HS diploma or equivalent (GED).
  • Certification as an A+ PC specialist - or equivalent experience.
  • Experience in customer service related position.
  • Excellent interpersonal, written and verbal communication skills.
  • Excellent customer service skills.
  • Ability to work in a high-stress, fast-paced environment.


PREFERRED QUALIFICATIONS:

  • Associate degree in computer science or electronics and certification as a Microsoft Engineer
  • Three (3) to five (5) years of personal computer hardware/software experience.
  • Three (3) to five (5) years of electronic diagnostic/experience with PC equipment repair