Help Desk Support Specialist/Technical Support Specialist
ATC
Chester, PA, United States
$25-$30 an hour
Full-time
Help Desk Analyst / Technical Support Specialist
Onsite Role at SCI Chester - 500 E 4th St, Chester, PA 19013
Hourly Pay : $25-$30 / hour
Job Description :
Help Desk Analyst, Tier 2 technical support for hardware and software with 5+ years of experience.
Duties :
- Manage expectations at all levels : customers / end users, executive sponsors.
- Ensure quality standards are followed.
- Monitor the team’s open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.
- Act as the escalation point for high priority support issues.
- Able to make recommendations on policies on system use and services.
- Calls software and hardware vendors to request service regarding defective products.
- Acts as a subject matter expert for one or more custom or COTS applications.
- Talks to programmers to explain software errors or to recommend changes to programs.
- May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
- Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
- Write software and hardware evaluation and recommendations for management review.
- Write or revise user-training manuals and procedures.
- Develops training materials, such as exercises and visual displays.
- Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.
- Provides technical assistance, support, and advice to end users for hardware, software, and systems.
- Provides hands-on technical assistance to business and technical users.
- Investigates and resolves computer software and hardware problems of users.
- Serves as a contact for level 1 support.
- Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
- Determines whether problem is caused by hardware, software, or system.
- Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
- Talks with technical and non-technical co-workers to research problem and find solution.
- Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
- Experienced with a variety of call-tracking software and systems.
- Reads trade magazines and engages in independent study to maintain current industry knowledge.
- Follow quality standards and displays strong customer service skills.
- Able to work in a team environment.
- Complete assigned tasks.
- Strong communication skills; both written and spoken.
Requirements :
- Tier 2 technical support for hardware and software - Required 5 years
- Experience with call tracking and ticketing software- Required 5 years
- Provides user training, documentation, manuals- Required 5 years
- Managing and assigning support issues- Required 5 years
- 4 year college degree in field of specialty or equivalent experience - Highly desired
3 days ago