Service Desk Level 1
Service Desk Level 1
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1 Vacancy
Job Description
Job Title: Service Desk Level 1
Location: Harrisburg PA (Onsite)
Duration: Long Term Contract
Job Description:
Answer inbound phone calls concerning network issues from employees and LEC/Last User Contract LUC vendors.
Creates and escalates Service Now trouble tickets to Engineers tier two staff and/or thirdparty service providers to ensure the quick resolution of IT/Network issues.
Works with Engineers clients staff and contracted personnel and/or thirdparty providers as needed.
Research and update reference publications and diagnostic aids to seek information necessary to resolve enduser issues as needed.
Follows IT Service Desk and Network Operator Knowledgebase procedures and makes recommendations when improvements are needed.
Utilize network management tools such as Solar Winds to monitor remote sites network and hardware.
Responds to outages and system failures using established escalation processes.
Provide firstline investigation and diagnosis of network incidents logging all details and prioritization of incidents.
Escalate after hours incidents to afterhours staff for resolution.
Promptly assign unresolved incidents to higher Tier support or LUC providers to coordinate restoration of service and obtain the necessary information for recording/tracking the outage or degradation of service.
Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.
Participates in disaster recovery.
Required Skills:
Ability to be clearly understood and has excellent phone etiquette.
Ability to support endusers with varying IT skillsets.
Ability to follow directions especially when using established operation and knowledgebase documentation and Commonwealth standard operating procedures.
Ability to troubleshoot enduser issues and/or escalate as needed to ensure quick resolution.
Experience with incident management call tracking and ticketing software.
Preferred 2 years previous systems administrator help desk and/or call center experience.
Employment Type
Full Time
