IT Helpdesk Representative

4 weeks ago

Cranberry Township, United States ICONMA Full time

· Individuals in this job position perform work at the intermediate level within this job family.

· The Helpdesk Representative III (HDRIII), located in Cranberry Township, PA, provides support to end users and IT systems on a variety of issues. Identifies, researches, and resolves technical problems.

· Responds to telephone calls, emails, and personnel requests for technical support.

· Performs pro-active monitoring of PPG’s computer systems through appropriate tools.

· Documents, tracks, and monitors problems to ensure timely resolutions.

· Works directly with customers on resolving problems that typically take greater time and experience to resolve.

· Participates in various projects to monitor and improve responsiveness to customers.

· Plans and monitors goals. Incumbents are service matter experts and promote instructions from pre-established guidelines to resolve issues.

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