Desktop Support Technician - Harrisburg, PA

Job summary

The Desktop Support Technician role involves providing end-user support, creating and escalating Service Now trouble tickets, and working with NOC T2 Engineers and contracted personnel. The role also includes monitoring and maintaining networks, responding to outages, and providing first-line investigation and diagnosis of network incidents.

Responsibilities

• Answer inbound phone calls concerning network issues from employees and vendors.
• Creates and escalates Service Now trouble tickets to Engineers, tier two staff, and/or third-party service providers.
• Works with NOC T2 Engineers, Commonwealth staff and contracted personnel, and/or third-party providers as needed.
• Research and updates reference publications and diagnostic aids to seek information necessary to resolve end-user issues as needed.
• Follows IT Service Desk and Network Operator Knowledgebase procedures and makes recommendations when improvements are needed.
• Promptly and properly escalate high priority issues.

Skills

• Possesses excellent communication skills; both written and spoken.
• Ability to be clearly understood and has excellent phone etiquette.
• Ability to support end-users with varying IT skillsets.
• Ability to follow directions, especially when using established operation and knowledgebase documentation, and standard operating procedures.
• Ability to adapt to change.
• Detail oriented and resourceful.
• Excellent organizational skills.
• Ability to troubleshoot end-user 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.

Job description