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.
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Serves as a contact for level 1 support for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
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Coordinates with co-workers to research problems and find solutions.
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Coordinates with user to participate in diagnostic procedures or by listening to and following instructions.
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Track every call or email in the IT ticketing system, currently ServiceNow.
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Monitor call center software for incoming calls and answer promptly.
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Suggest update to the user-training manuals, KB’s, and procedures.
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equired Experience
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to 3 years of help desk experience
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referred Qualifications
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xperience at a similar service desk environmnet
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xperience with ServiceNow or similar ticketing system
