Help Desk Technician – Plymouth Meeting, PA USA

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First point of contact for company employees’ (users) support requests, providing technical and troubleshooting assistance related to computer hardware and software, mobile devices, and other tech tools and products. Must be great communicator and able to translate technical knowledge into actionable direction for users.  Must have ability to research a problem and come up with a solution. Helpdesk Technician will document problems and conversations to create an incident that can be referenced by other technicians and for training purposes. World class customer service and demeanor are a must in order to support users.

 

Job Duties

  • Provide technical assistance and support for incoming support requests and phone calls related to computer systems, software, and hardware
  • Document all phone calls in the ServiceNow platform
  • Walk customer through problem-solving process with remote assistance tools
  • Install, modify, and repair software
  • Learn basic ERP software support functions (training will be provided by company)
  • Follow up with customers to ensure issue has been resolved
  • Utilize excellent customer service skills and exceed customer expectations
  • Recommend procedure improvements
  • Work with Infrastructure team, as necessary, to get resolution for customers
  • Attend training as necessary
  • Provide deskside support for internal teams

 

Position Requirements

  • 2+ years of computer helpdesk support experience
  • Strong working knowledge of Windows 7 and Windows 10
  • Familiarity with client PC connectivity; including Ethernet, Wi-Fi, TCP/IP, and VPN
  • Understanding of basic Active Directory concepts (security groups, Group Policy, etc.)
  • Strong knowledge of MS Office productivity suite (2010, 2013, 2016), experience supporting Office 365 a plus
  • Knowledge of helpdesk software, hardware, and remote control assistance is a plus
  • Strong communication and documentation skills
  • Strong Customer Service experience
  • Experience working with an Incident Management tracking tool is a plus
  • Degree Preferred

 

This is a contract to hire position with contract portion estimated at 3-6 months.  Candidates should be U.S. citizens or permanent residents and live locally.

 

Location:  Plymouth Meeting, PA

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Phoenix Partners, Inc. • 638 Overhill Road • Suite 200 • Ardmore, PA 19003 • Phone: (610) 649-1909
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