Vacancy caducado!
Location: Newtown, PA Description: Our client is currently seeking a Help Desk tier I OB DESCRIPTION: Level 1 EngineerGeneral Duties:Greeting customers and assisting in creating and updating IT support tickets (Remedy) per defined service-level agreementsEvaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as requiredMaintaining ownership of service tickets throughout the life span of the support requestAssigning ticket severity by walking customers through a series of troubleshooting steps to determine the severity and nature of reported IT problemsUpdating and maintaining service work notesEstablishing a high level of personal credibility and building strong relationshipsConsulting with immediate supervisor or higher-level IT specialists on possible solutionsCoordinating with technicians to provide status updates to outstanding ticketsCollaborating and following up with technicians to resolve requests, and provide status updates on outstanding support ticketsProviding updates, status, and completion information to managementFollowing-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue as been reached, to the satisfaction of the user/customerAnswer inbound phone calls in adherence to the SCT Phone Etiquette and SLA Process available here.Maintain ticket queue in accordance with SCT Ticket Response and SLA Process available here.Keep good communication among the internal engineering team including:Responding to internal telephone callsEmailSlackTrouble TicketsGeneral Description of Deliverables:Perform password resets in real-time, as needed / requestedTroubleshoot application errors. Follow proper escalation procedures for higher level issuesManage email accounts to devices: Outlook, Mobile (tablets, phones, Android, Apple)Review daily operations checklist and provide reporting. Open cases for items not resolved, including:Backup SystemsEnvironment Monitoring SystemsApplication EnvironmentsWindows Updates3rd Party Products and PatchingPreferred Education and Experience:ITIL v3 Foundations (Preferred)COMPTIA related certifications relevant to service desk support (Preferred)Hands-on experience working with ticket systemsContact: sfrister@judge.comThis job and many more are available through The Judge Group. Find us on the web at www.judge.com