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Help Desk Specialist

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Harrisburg, United States VGroup Inc Full time
Job DescriptionJob DescriptionClient: State of Pennsylvania
Job Title: Help Desk Specialist
Duration: 12 Months
Start Date: ASAP
Location: 1101 South Front St., Harrisburg, PA 17104 (Hybrid)
Position Type: Contract
Interview Type: In Person
Ceipal ID: SPA_HD067_VH
Requirement ID: PennDOT - HDA3 A4 SC3 (Tier 1 Help Desk) (743067)
***This team teleworks on every Friday.
***Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks' notice beforehand.
Description
This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. No Tier 2 work will be performed. This is an operational-type job and reliability, and communication are key components to making the department successful.PennDOT seeks someone with customer service experience, people skills, prefer a team environment and have 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.
  • 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.
  • Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
  • Follow quality standards and displays strong customer service skills.
  • Able to work in a team environment.
  • Complete assigned tasks.
  • Excellent communication skills; both written and spoken.
  • Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory
  • Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
  • Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.
Required Skills:
  • 1+ years' previous IT Service Desk and/or Call Center experience required
  • 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
  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
V Group Inc. is an IT Services company which supplies IT staffing, project management, and delivery services in software, network, help desk and all IT areas. Our primary focus is the public sector including state and federal contracts. We have multiple awards/ contracts with the following states: AR, CA, DE, FL, GA, IL, KY, MD, ME, MI, NC, NJ, NY, OH, OR, PA, SC, TX, VA, and WA. If you are considering applying for a position with V Group, or in partnering with us on a position, please feel free to contact me for any questions you may have regarding our services and the advantages we can offer you as a consultant.

Please share my contact information with others working in Information Technology.

Website: www.vgroupinc.com
LinkedIn: www.linkedin.com/company/v-group/
Facebook: www.facebook.com/VGroupIT
Twitter: www.twitter.com/vgroupinc