Tier 1 Help Desk

4 weeks ago


Harrisburg, United States TRA'BIAN ENTERPRISES Full time

**LOCATION**: Harrisburg, PA
**Position Type**: 12 month contract
Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks’ notice beforehand
- 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.
- 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.

**SKILLS**:
1+ years’ previous IT Service Desk and/or Call Center experience required Required 1
Experience with call tracking and ticketing software Required 1
Attentive to details and ability to be resourceful (using supplied documentation) Required 1
Ability to support users with limited knowledge of computers, software, hardware and systems Required 1
Above average communication skills and telephone manner. Required 1
Basic User & Security Group Active Directory administration Required 1
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 Required 1
Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) Required 1



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