Position : HelpdeskRepresentative

Location : Cranberry Township PA

Duration : 4 Months

Shift : Regular

Pay Rate : $21.63 / hr

Role& Responsibilities :

• The Service Analyst job family forms part of the ServiceManagement track within the IT function. Members of this familyprovide support to endusers and provide proactive monitoring ofPPGs computer system through ITIL methodology best practices ofIncident Problem and Knowledge centered support.
• Individuals in this job position perform work at theintermediate level within this job family.
• TheHelpdesk Representative III (HDRIII) located in Cranberry TownshipPA provides support to end users and IT systems on a variety ofissues.

Identifies researches and resolves technical problems.Responds to telephone calls emails and personnel requests fortechnical support.

• Performs proactivemonitoring of PPGs computer systems through appropriatetools.
• Documents tracks and monitors problemsto ensure timely resolutions.
• Works directlywith customers on resolving problems that typically take greatertime and experience to resolve.
• Participatesin various projects to monitor and improve responsiveness tocustomer. Plans and monitors goals. Incumbents are service matterexperts and promote instructions from preestablished guidelines toresolve issues.

MinimumRequired Qualifications :

• A4year degree in Information Technology or relateddiscipline
• 13 years technical supportexperience in a computerrelated area
• Knowledgeof commonly used concepts practices and procedures in the relatedfield
• Working knowledge of related ITILstandards or best practices
• Intermediateknowledge of infrastructure support components
• Standard desktop tools & utilities
• Server operating systems tools & utilities
• IT networks and voice services
• ITsecurity and Disaster recovery
• Process controland monitoring
• Call Centertechnologies

Preferred Skills :

• Advanced troubleshooting skills
• Successful completion of the IT Entry Logic and ProblemSolving Test
• Strong analytical abilities toquickly resolve technical problems evaluate alternative approachesand to recommend the most feasible and economicalsolutions
• Strong analytical communicationproblem solving and organizational skills
• Ability to work without close supervision while ensuringthat tasks are done effectively and consistently
• Strong verbal communication skills including the abilityto document operations procedures
• Ability toeffectively work independently or in a team environment
• Ability to effectively interact with a diverse userbase
• Availability to work rotating shifts andholidays
• Success Factors : Prime SuccessFactors (focus on results drive change promote teamwork build trust& respect understand market & customer perspective) plusthe following :
• Attend to Detail
• Communicate and Share Information
• Manage Complexity
• SolveProblems
• Take Responsibility

Last updated : 2024-04-26