Help Desk Representative

Description:
The Service Analyst job family forms part of the Service Management track within the IT function.
Members of this family provide support tend-users and provide pro-active monitoring of CLIENT’s computer system through ITIL methodology best practices of Incident, Problem and Knowledge centred support.

Roles and Responsibilities:

• Individuals in this job position perform work at the intermediate level within this job family.
• The IT Service Analyst I (ISAI), located in Cranberry Township, PA, provides support tend users and IT systems on a variety of issues.
• Identifies, researches, and resolves technical problems. Responds telephone calls, emails, and personnel requests for technical support.
• Performs pro-active monitoring of CLIENT’s computer systems through appropriate tools. Documents, tracks, and monitors problems ensure timely resolutions.
• Works directly with customers on resolving problems that typically take greater time and experience resolve.
• Participates in various projects monitor and improve responsiveness customer.
• Plans and monitors goals. Incumbents are service matter experts and promote instructions from pre-established guidelines resolve issues.

Qualifications:

• Bilingual language skills (Spanish) required.
• A 4-year degree in Information Technology, or related discipline
• 1-3 years technical support experience in a computer-related area
• Knowledge of commonly used concepts, practices, and procedures in the related field
• Working knowledge of related ITIL standards or best practices
• Intermediate knowledge of infrastructure support components
• Standard desktop, tools & utilities
• Server operating systems, tools & utilities
• IT networks and voice services
• IT security and Disaster recovery
• Process control and monitoring
• Call Centre technologies

Preferred Skills:

• 1 year of experience in our Global IT Service Desk function is highly preferred
• Advanced troubleshooting skills
• Successful completion of the IT Entry Logic and Problem-Solving Test
• Strong analytical abilities quickly resolve technical problems, evaluate alternative approaches and recommends the most feasible and economical solutions
• Strong analytical, communication, problem solving, and organizational skills
• Ability to work without close supervision while ensuring that tasks are done effectively and consistently
• Strong verbal communication skills, including the ability document operations procedures
• Ability effectively work independently or in a team environment
• Ability effectively interact with a diverse user base
• Availability work rotating shifts and holidays
• Ability work in an office or retail store environment with sensitivity for safety and physical security

Job Type: Contract

Salary: $19.67 - $21.25 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• 2 years

Schedule:

• 8 hour shift
• Night shift

Application Question(s):

• What is your work authorization?
• Are you comfortable working on W2?
• What is your current location?
• What is your expected pay rate?
• How many years of experience do you have as a Helpdesk Representative I?

Education:

• Bachelor's (Required)

Experience:

• ITIL: 1 year (Required)
• Disaster recovery: 1 year (Required)

Ability to Relocate:

• Cranberry Township, PA: Relocate before starting work (Required)

Work Location: In person