Staff Service Desk Representative

Type: Full Time
Department: Technology
Classification: Non-Exempt
Reports to: Service Desk Manager
Expires: Sep 30, 2017

Job Goal:

The Service Desk Representative position provides 1st level IT support via telephone, a self-service portal, email, or in person as required for all break/fix and request issues for staff. Responds to incidents, queries, runs diagnostic programs, isolates problem, and determines and implements solution.

Minimum Qualifications:
  • Associates degree from an accredited institution or trade school or equivalent
  • 3-5 years of relevant experience in the field required
  • Previous customer service experience is preferred
  • Excellent communication and interpersonal skills required
  • Basic familiarity with installation, configuration, and troubleshooting of desktops, laptops, printers, scanners, iPads, and peripherals.
  • Basic network troubleshooting skills (TCP/IP, Windows Network)
  • Child Abuse Clearance; Pennsylvania State Police Criminal Record Check and Federal Bureau of Investigation (FBI) Clearance
Essential Duties and Responsibilities:
  • Field incoming calls for support from staff and enter data into the Service Desk Application
  • Provide technical support to staff
  • Provide non-technical support to callers whose needs are best served via an alternative resource
  • Provide administrative support as needed
  • Assume responsibility for non-technical issues such as product requests and order tracking
  • Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
  • Extract pertinent information from a call or email and document accurately
  • Diagnose and repair computer software and hardware as needed
  • Train users on computer systems, software, and hardware via telephone, email, or on-site
  • Ask questions and conduct research to determine nature of issue
  • Ability to analyze problems, do necessary research using source documents and computer systems to arrive at a proper solution
  • Use independent judgment, discretion, and take initiative in absence of specific directions from management
  • Walk users through problem-solving and resolution as needed
  • Install, modify, repair computer hardware and software
  • Run diagnostic programs to resolve issue
  • Resolve technical problems with LAN, WAN, or other systems
  • Follow through on issue resolution
  • Escalate incidents as needed
  • Assist with monitoring and technical support through preventative maintenance systems, alerts, and reports
  • Document and update training resources and manuals
  • Demonstrates approachable demeanor and ability to collaborate effectively with coworkers and end users.
  • Exhibits an eagerness to grow, learn, and gain new skills
  • Possess an aptitude to learn new technologies quickly
  • Adapt to changes in the work environment, manage competing demands, and handle frequent change, delays or unexpected events with composure
  • Ability to work independently as well as cooperatively in a team-oriented environment
  • Demonstrates a sense of ownership and responsibility with incidents, assignments, or tasks
  • Attention to detail and ability to contribute, review, and follow documented processes and procedures
  • Exhibits a positive attitude and commitment to excellence
  • Exhibits superior customer service based on end user feedback and survey information
  • Perform any additional duties as deemed necessary by the Service Desk Manager
Physical Demands:

While performing the duties of this job, the employee is occasionally required to stand, walk, sit; use hands to handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

This job description is only a summary of the typical functions of the position, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties. Additional duties may be assigned as necessary.

How to Apply

In order to apply for this position please submit your cover letter, resume, and clearances.

Description Updated: March 2017