Position is located in Hershey PA
· Utilize a help desk platform for tracking and documenting issues and change requests.
· Log, troubleshoot, and resolve support calls and provide outstanding customer service for both initial calls and escalated issues.
· Monitor and escalate, as required, all service requests to meet agreed upon service levels.
· Communicate directly with customers by phone and email to provide status updates and estimates on services requests.
· Act as a technical liaison to third party hardware and software vendors.
· Maintain a professional and courteous manner and maintain the highest standards of professional behavior.
· Provide onsite and remote technical support for Windows/Mac laptops, desktops, peripherals, and common desktop applications such as Microsoft Office.
· Front line troubleshooting of remote access to corporate networks.
· Front line troubleshooting of end-user network issues including access to file/print shares, network application servers including email, and the Internet and escalate when necessary.
· Create and update documentation on processes and procedures.
· Complete daily, weekly and monthly health checks on multiple systems.
· Provide onsite and remote technical support for customers.
REQUIREMENTS:
· Must have reliable transportation.
· Must be able to provide occasional after hours and weekend support
· Must have the ability to work independently and identify/organize tasks and priorities with limited outside assistance besides appropriate escalation support.
· Must have a minimum of two years’ experience in a technical support environment (or equivalent) and be able to provide professional references.
Job Type: Full-time
Pay: Up to $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Retirement plan
- Tuition reimbursement
- Vision insurance
Education:
- High school or equivalent (Required)
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
Work Location: In person
