Ref No.: 17-00276
Location: Malvern, Pennsylvania
Position Type:Contract
Title: Help Desk
Location: Malvern, PA
Duration: 5 + Months

This is a non-exempt, staff level position. Customer Service and technical position responsible for 1st level support for hub and field customers. Support includes but is not limited to desktop applications and programs, network troubleshooting, and Client application support. The objective of this position is to provide support in a timely manner, and escalate as necessary. This is a 100% phone support role. Service Desk receives a range of 1500-3000 calls per day, and average calls per person is 25 to 30 calls.

Shifts: 6 am-2:30 pm or 1 pm-9:30 pm, possible for 8 am-4:30 pm as well

  • Logging and tracking all inbound issues, problems and requests for service through all entry points
  • Must be familiar with Windows Operating systems
  • Must be knowledgeable of Microsoft Office products
  • Must be knowledgeable of Client's non-Clinical applications (e.g Starlearning, Villageweb)
  • Must have a basic, fundamental knowledge of Client's IT infrastructure and operations environment
  • Ability to deal with a wide variety of customers
  • Ability to listen and understand inquiries and issues
  • Good verbal and written communication skills
  • Above average typing speed
  • Demonstrate problem solving and decision making ability
  • Communicating with customer, providing status updates, and follow-up ensuring satisfaction
  • Ability to work in a fast moving and highly monitored environment
  • Provide on-call support as scheduled during non-business hours

  • Min of HS diploma/GED and One-year certificate from college or technical school; or
  • At least 1 year customer service related experience and/or training; or
  • Equivalent combination of education and experience