Help Desk
Description:
Location: Chester, PA
Position Type: Onsite
Contract Length: 1 year
Position Overview:
The role involves providing technical support and guidance to end users by troubleshooting software and hardware issues, managing support cases, and escalating high-priority problems as needed. It also includes training users, developing support materials, evaluating technology solutions, and ensuring quality standards and customer service expectations are consistently met.
Duties:
Manage expectations of customers/end users and executive sponsors
Ensure adherence to quality standards
Monitor and reassign support issues to meet agreed service levels
Act as an escalation point for high-priority support issues
Recommend policies for system use and services
Coordinate with software and hardware vendors for service on defective products
Serve as a subject matter expert for custom or commercial off-the-shelf (COTS) applications
Communicate with programmers to report software errors or suggest improvements
Research and recommend alternative software/hardware solutions when standard ones are unsuitable
Test software and hardware for usability and effectiveness
Prepare software and hardware evaluation reports for management
Create or update user training manuals and procedures
Develop training materials, such as exercises and visual aids
Train users on software and hardware or recommend external training providers
Provide technical support and advice to end users for hardware, software, and systems
Offer hands-on technical assistance to both business and technical users
Investigate and resolve software and hardware issues
Serve as a contact for level 1 support and user issues
Determine cause of problems (hardware, software, or systems)
Answer user inquiries using knowledge of systems, software, and procedures
Collaborate with technical and non-technical coworkers to troubleshoot issues
Guide users through diagnostic procedures via phone or diagnostic software
Use a variety of call-tracking software and systems
Stay updated on industry trends through trade publications and independent study
Follow quality standards and deliver strong customer service
Work effectively within a team environment
Complete assigned tasks promptly
Demonstrate strong written and verbal communication skillsRequired Skills:
5 years of experience providing Tier 2 technical support for hardware and software
5 years of experience using call tracking and ticketing software
5 years of experience developing user training, documentation, and manuals
5 years of experience managing and assigning support issues
Preferred Skills:
A 4-year college degree in a related field or equivalent experience is highly desired