Tier 1 Helpdesk Support at Infolob Solutions Inc.

Tier 1 Helpdesk Support

Harrisburg, PA

6+ months Right to hire

This position is a Tier I Helpdesk Support position responsible for providing assistance to employees and customers regarding basic computer hardware and software issues; taking in-coming calls, logging and routing trouble tickets, and performing tier I troubleshooting, following established procedures and utilizing a knowledge database in a call center environment.  This position works under close to moderate supervision, learning through experience.    

PRIMARY DUTIES AND RESPONSIBILITIES Software, Systems, and Hardware Support (95%)

• Identify, diagnose, and resolve tier I issues for users of the mainframe (using established methodologies), PC users, hardware/software problems, e-mail, Internet, VPN, and local-area network access problems in a call center environment. 
• Troubleshoot issues, by asking clarifying questions to discover underlying causes of concern.  Escalate issues as appropriate.
• Diagnose and resolve end-user access problems by resetting account passwords and educating them on self-help tools to avoid future occurrences for assistance. 
• Utilize enterprise ticketing system to accurately document conversations or correspondences throughout each customer interaction.  Update knowledge database with issues accordingly.  
• Maintain call ownership and provide regular and continuing communication with customer(s) until resolutions are reached.  Demonstrates a sense of urgency to queues and customers.
• Provide general assistance and support in using application programs.  Analyze phone calls and trouble tickets and recommend solutions to eliminate issues and/or be more proactive in solving issues at tier I support.
• May assist with the configuration of end-user PC desktop hardware and software.   May arrange for timely repair of computer equipment covered by a third-party vendor maintenance agreement.   

OTHER  DUTIES AND RESPONSIBILITIES (5%)

• May help install computer equipment for extremely large moves/adds/changes, as required. 
• Other duties as assigned. 

QUALIFICATIONS  EDUCATION AND EXPERIENCE Minimum Qualifications:

• High school diploma and six months to one year of Information Technology/Help Desk phone support working in a corporate environment or any equivalent combination of skills, knowledge and ability.  
• Strong phone communication skills.
• Ability to multi-task without losing customer focus.
• Must be detail oriented and well organized.
• Knowledge of:
• desktop/laptop hardware and supporting hardware devices
• desktop software; Windows 7,  XP, MS Office, Lotus Notes Call Center CTI software etc.
• installing and configuring hardware and software  technologies found in a support center; telephony, fax, voicemail, internet and web technologies.
• Proficient in Microsoft Office Suite. 

ESSENTIAL DUTIES AND RESPONSIBILITIES PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT 

• Performs work required for this position in an office environment with competing priorities.
• Perform work sitting and talking on the phone for long periods of time, while using a computer. 

ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to follow written and oral instructions with a demonstrated attention to detail.
• Ability to read, comprehend and interpret technical manuals and procedures provided to resolve problems.
• Ability to diagnose problems and find solutions and ability to focus attention on details.
• Ability to learn new technology quickly.
• Ability to work accurately, efficiently and concentrate for long periods of time in a detailed environment.
• Strong excellent written and verbal communication skills.
• Ability to work effectively in a team environment.
• Ability to promote and support a consistent, professional, customer focus.