This position will provide IT phone and email support for the Conservation & Environment Delivery Center (CEDC) including Commonwealth employees in 3 agencies and 2 boards, and the public using CEDC websites.
Training will occur in a CEDC or OA facility in Harrisburg.
After training, this will be a teleworking (work from home) position but may change in the future. The candidate will be expected to have a dedicated workspace available for a Commonwealth provided computer and a stable internet connection.
Key Responsibilities:
· Provides technical assistance, support, and advice to end users for hardware, software, and systems.
· Ensure quality standards and SLAs are followed.
· Serves as a contact for level 1 support for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
· Coordinates with co-workers to research problems and find solutions.
· Coordinates with user to participate in diagnostic procedures or by listening to and following instructions.
· Track every call or email in the IT ticketing system, currently ServiceNow.
· Monitor call center software for incoming calls and answer promptly.
· Suggest update to the user-training manuals, KB’s, and procedures.
Required Experience
1 to 3 years of help desk experience
Preferred Qualifications
Experience at a similar service desk environmnet
Experience with ServiceNow or similar ticketing system