Information Technology Support Specialist
ATC
New Cumberland, United States of America
5 days ago
Role details
Contract type
Permanent contract Employment type
Full-time (> 32 hours) Working hours
Regular working hours Languages
English Experience level
JuniorJob location
Remote
New Cumberland, United States of America
Tech stack
Software Applications
Issue Tracking Systems
ServiceNow IT Service Management
Information Technology
ServiceNow
Job description
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., * 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.
Requirements
1 to 3 years of help desk experience, Experience at a similar service desk environmnet
Experience with ServiceNow or similar ticketing system
