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Help Desk Support Engineer - Non Exempt
Ref No.: 20-00417
Location: Pittsburgh, Pennsylvania
Job Description:
  • Provide first line desktop support to all employees & Contractors.
  • Respond to requests via phone, chat, and/or Self-Service WEB tickets.
  • Assist users with password resets and unlocks, troubleshoot Microsoft Office/Outlook 2013/16/O365.
  • Remain current with support changes/ updates and adherence to the Company Policies and Incident Management process.
  • Remotely diagnose and troubleshoot PC, printer, telephone, BlackBerry, VPN and software issues.
  • Should possess knowledge about Virtual Desktops Infrastructure /Citrix environment, should stay up to date with process and Technology changes.
  • Research solutions using available knowledge base, advise user on appropriate action.
  • Log all inquiries and incidents as required, assign unresolved Incidents to appropriate support teams in a timely manner.
  • Responsible for ensuring incidents requiring urgent attention are escalated via the identified escalation management procedure.
  • Remain current with support changes/ updates and adherence to the Company Policies and Incident Management process.

Qualifications:
  • Minimum of 3+ Years Management Call Center support experience.
  • Associate's (or Bachelor's) degree in a related discipline or equivalent work experience required.
  • Previous technical desktop support experience, experience with MS OfficeSuite products, and customer service / soft skills experience.
  • Knowledge of PC hardware and software.
  • Flexibility in working hours.
  • Knowledge of call center metrics for operations support.
  • Other IT Certifications, i.e. Microsoft (preferred but not required).
  • Ability to make sound decisions in real time crisis.
  • Ability to follow set procedures and processes.
  • Excellent documentation skills.