Systems Support Representative I

Location: New Kensington

Job Type: Full Time / Permanent

SUMMARY Seeking a highly motivated support specialist to provide phone-based and in-person technical assistance for company personnel. The ideal candidate will possess a mix of customer service and a strong technical aptitude. This role will act as the first point of contact for IT services and manage incoming contacts using Service Now to create tickets and process escalations while maintaining a positive customer service experience.

FUNDAMENTAL DUTIES • Triages incoming Service Desk tickets and employs clear and concise written communication. • Provides hardware and software support for both local and remote staff while exercising superior customer service. • Identifies root causes of moderately complex problems and recommends solutions. • Manages access to systems through the use of active directory and other internal systems. • Contributes to IT knowledgebase and develops other documentation as assigned. • Exercises best practices when documenting work and customer communications in help tickets. • Performs tier 1 troubleshooting of PC’s, mobile devices, applications software, printers, and basic network communications. • Responsible for lifecycle management of equipment and technology, including installation, configuration, and inventory tracking. • Communicates technical information to both technical and non-technical personnel. • Relies on experience and judgment to set and accomplish goals, as well as perform a variety of complex tasks working both independently and with a team. • Completes hardware installations and equipment moves by supporting business changes and growth. • Adheres to and executes policies, processes, and procedures. • Understands and drives positive relationships between IT and staff. • Performs other duties as assigned.

SKILLS AND KNOWLEDGE • Advanced knowledge of Microsoft Office and Adobe Products, current Windows and Apple operating systems, and associated hardware. • High emotional intelligence with a natural aptitude for building relationships and delivering high quality customer service. • Possesses an overall awareness of security principles and disciplines. • Self-starter that adapts to change well and has a strong self-awareness and capacity to multitask in a dynamic changing environment. • Excellent accountability, follow-up, and time management skills. • Strong organization, prioritization, self-motivation, research, and problem resolution skills. • Robust verbal and written communication aptitude ability to multi-task daily issues. • Able to work with teammates in a multi-location environment. • Ability to prioritize work based on department and production objectives. • High-level of comfort in providing over-the-phone remote support.

MINIMUM QUALIFICATIONS REQUIRED • Associates Degree and/or technical training or equivalent experience. • Three years in a service desk and/or direct technical support role. • Extensive hardware and software troubleshooting knowledge. • Advanced knowledge of Microsoft and Adobe products.

PREFERRED QUALIFICATIONS • Experience supporting users both in-person and over the phone. • Basic networking, telecom, and security knowledge. • Experience using ServiceNow and an understanding of ITIL principals.

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