Journeyman Computer User Support Specialist

Powder River Industries is looking for a Journeyman Computer User Support Specialist who will provide

support to our customers. The position will be located in Philadelphia, PA.

A successful candidate will have knowledge in deskside assistance and respond to time-sensitive needs

of the customer and provide prompt referrals and escalations to the appropriate IT support level. The

successful candidate will possess the ability to follow-up and resolve computer problems for the end

user.

Responsibilities:

• Responds and escalates (if necessary) support tickets to resolve user problems.
• Performs clerical and administrative duties to support the customer on-site.
• Provides technical support via phone, email, messaging platforms, smartphones, Windows desktop applications and other network connectivity software.
• Analyzes and escalates computer support issues to the appropriate IT Support Level
• Configures hardware and or software issues and assists end user in resolving issues.
• Documents and provides feedback on issues and escalates if necessary. Maintains an audit trail and statistical records reported by the client.
• Interacts with end users and the customer to ensure productivity and provides individual feedback.
• Contribute to schedule development as requested
• Contribute to metric collection as requested
• Contribute to process development within the functional area and where the functional area connects to other operational processes.
• May perform other related duties as assigned.

Requirements and Skills:

• 2+ year(s) of related IT Experience
• Ability to obtain and maintain a security clearance.
• CompTIA A+ or better
• Possess the ability to understand and support the end user and customer in computer issues.
• Ability to perform a high level of customer service and satisfaction in a fast-paced environment.
• Associate’s degree or higher in a related field

All qualified applicants will receive consideration for employment without regard to race, color, religion,

sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or

any other legally protected basis, in accordance with applicable law.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work

in the United States and to complete the required employment eligibility verification document form

upon hire.