Jr. IT Support Analyst

1 month ago


Harrisburg, United States D and H Distributing Co 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.


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