Resources

Help Desk Support Technician

Job Category: Service Desk
Job Type: Full Time
Job Location: Camp Hill

Morefield Communications is seeking individuals that are passionate about technology and have a desire to work for a dynamic and growing technology services organization. Expert solutions and outstanding service drive success, and we seek the same attributes in our employees. At Morefield Communications, we provide a work environment that encourages creativity, rewards high performance, enables a true work-life balance, and provides the opportunity for personal and professional growth.

We celebrate and respect the diversity of the background of our employees, their professional and personal experience, and the wide variety of roles we each contribute to our company. Based on our Core Values, we will achieve greater success as a company, as well as personal success, by being a diverse group of individuals who enthusiastically contribute our strengths and support each other’s. Our combined strengths will empower us to achieve our purpose. We help organizations make smart technology decisions enabling their success.

The Help Desk Support Technician’s purpose is to attain a high level of client satisfaction by providing effective remote network & IT help desk support.  The Help Desk Support Technician remotely diagnoses and troubleshoots client problems to resolve network & IT Support tickets, assisting clients through screen sharing and live chat.

Essential Duties and Responsibilities:

  • Uses PSA to work on service tickets as assigned.
  • Assists clients using remote access tools, live chat, and via telephone.
  • Troubleshooting, diagnosing and resolving hardware, software, and other network and system problems.
  • Investigates reported client problems, determines solutions, tests and implements solutions.
  • Performs application installations and upgrades.
  • Provides technical support for computer hardware and software, telephone, network, operating system, printing, and Internet access problems for client end users.
  • Escalates issues that cannot be completed within agreed service levels.
  • Interfaces with vendor / manufacturer technical personnel for client problems that cannot be resolved effectively.
  • Communicates with clients, keeping them informed of progress, notifying them of impending changes or agreed outages.
  • Updates documentation in CRM, PSA, and other documentation tools.
  • Continually seek opportunities to increase client satisfaction and deepen client relationships.
  • Communicates with all parties in a constructive manner to ensure client expectations are met.
  • Maintains business awareness with specific knowledge of the client and how projects and services relate to their business strategy and goals.
  • Maintains professional and technical knowledge by continuing education, professional publications, establishing personal networks and participating in professional societies.
  • Enters time and expenses in PSA as it occurs. Enters all work as activities, service tickets, or project tickets into PSA.
  • Understands processes in PSA by completing assigned training materials.
  • Participates in After-Hours On-Call schedule.
  • Completes other duties as assigned.

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor’s or Associates degree in IT-related field or equivalent experience required.
  • Knowledge of IT applications, networks, hardware, software, industry standards and best practices.
  • Ability to learn and support new systems and applications.
  • Professional IT certifications from Microsoft, Cisco and others preferred but not required.
  • Excellent organizational skills and attention to detail.
  • Ability to multi-task and adapt to changes with the ability to understand the big picture to make the right tradeoffs to support the overall business strategy.
  • Interpersonal skills such as telephone communication skills, active listening and client-care.
  • Technical competence in the use of PSA, CRM and other software programs.
  • Understanding of all Morefield solutions and services.
  • Valid Driver’s License
  • Ability to sit and stand for extended periods of time
  • Ability to lift 30 lbs.

Email your resume with cover message today:

[email protected]

Morefield Communications
35 N 35th Street
Camp Hill, PA 17011

Equal Employment Opportunity Employer

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