Job Info
Location: Newtown, PA
Description: Our client is currently seeking a Help Desk tier I
OB DESCRIPTION:
Level 1 Engineer
General Duties:
Greeting customers and assisting in creating and updating IT support tickets (Remedy) per defined service-level agreements
Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required
Maintaining ownership of service tickets throughout the life span of the support request
Assigning ticket severity by walking customers through a series of troubleshooting steps to determine the severity and nature of reported IT problems
Updating and maintaining service work notes
Establishing a high level of personal credibility and building strong relationships
Consulting with immediate supervisor or higher-level IT specialists on possible solutions
Coordinating with technicians to provide status updates to outstanding tickets
Collaborating and following up with technicians to resolve requests, and provide status updates on outstanding support tickets
Providing updates, status, and completion information to management
Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue as been reached, to the satisfaction of the user/customer
Answer inbound phone calls in adherence to the SCT Phone Etiquette and SLA Process available here.
Maintain ticket queue in accordance with SCT Ticket Response and SLA Process available here.
Keep good communication among the internal engineering team including:
Responding to internal telephone calls
Email
Slack
Trouble Tickets
General Description of Deliverables:
Perform password resets in real-time, as needed / requested
Troubleshoot application errors. Follow proper escalation procedures for higher level issues
Manage email accounts to devices: Outlook, Mobile (tablets, phones, Android, Apple)
Review daily operations checklist and provide reporting. Open cases for items not resolved, including:
Backup Systems
Environment Monitoring Systems
Application Environments
Windows Updates
3rd Party Products and Patching
Preferred Education and Experience:
ITIL v3 Foundations (Preferred)
COMPTIA related certifications relevant to service desk support (Preferred)
Hands-on experience working with ticket systems
Contact: sfrister@judge.com
This job and many more are available through The Judge Group. Find us on the web at www.judge.com
This job has expired.