CUSTOMER SERVICE REPRESENTATIVE

Posted 14 days ago
Job Viewed
Job Description
**Family Dollar is seeking motivated individuals to support our Stores as we provide essential products at great values to the communities we serve.**
**General Summary**
As a Family Dollar Customer Service Representative you will be responsible for providing exceptional service to our customers. Key priorities include greeting customers, assisting them with selection of merchandise, completing transactions, and answering questions regarding the store and merchandise.
**Principle Duties and Responsibilities:**
- Provides customer engagement in positive and approachable manner.
- Assists in maintaining a clean, well-stocked store for customers during their shopping experience.
- Helps in the unloading of merchandise from delivery trucks, organizes merchandise, and transports merchandise from stockroom to sales floor.
- Independently stocks shelves and recovers merchandise in the store.
- Accurately handles customer funds and processes transactions using the POS system.
- Remains constantly aware of customer activity to ensure a safe and secure shopping environment.
- Performs all other duties as assigned in order to maintain an effective and profitable store operation.
**Position Requirements:**
**_Education:_** Prefer completion of high school or equivalent. Ability to follow directives and interpret retail operational documents as assigned.
**_Experience:_** Prefer experience working in retail, hotel, restaurant, grocery or drug store environments.
**_Physical Requirements:_** Ability to regularly lift up to 40lbs. (and occasionally, up to 55 lbs.) from floor level to above shoulder height; must be able to meet demands of frequent walking, standing, stooping, kneeling, climbing, pushing, pulling and repetitive lifting, with or without reasonable accomodation.
**_Availability:_** Ability to work flexible, full-time schedule to include days, evenings, weekends and holidays.
**_Skills and Competencies:_** Customer Focus, Developing Potential, Results Driven, Strong Organizational Skills, Communication Skills, Problem Solving/Decision Making, Job Knowledge and Relationship Management.
Family Dollar Stores, Inc. is an Equal Opportunity Employer.
Help Desk Analyst
Posted today
Job Viewed
Job Description
Help Desk Analyst
Location:- Harrisburg, PA
Duration:- 3 Months
Pay rate:- $23/hr W2.
Responsibilities of Help Desk Analyst
- Receives calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
- Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.
- Escalates problems in accordance with defined procedures.
- Uses technical databases to research problems, and talks with co-workers to research problem and find solution.
- Tests software and hardware for troubleshooting and problem resolution.
- Assists in coordination of changes, upgrades, and new products, ensuring systems will operate correctly in current and future environment.
- Supports shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
- 5+ years of relevant experience.
- Bachelor's degree.
- Strong customer service mindset.
- Microsoft 365/Windows OS - Windows 10, Microsoft Edge support.
- Microsoft SharePoint Online experience
Help Desk Analyst 1
Posted 7 days ago
Job Viewed
Job Description
Help Desk Analyst Level I $16-$17.00/hr. DOE
Full Time. Long term opportunity - Remote
PCN offers its employees competitive compensation and a market leading benefits package. PCN Employees can enroll in Major Medical, Dental, and 401(k) savings plans. PCN employees enjoy 120 hours of PTO each year (3 weeks) and six (6) paid US holidays and one (1) floating holiday.
Summary
PCN is seeking a Help Desk Level I Agent to support a client and the contractual service level in achievement of prompt response, high level customer service and technical first contact support. The Help Desk agent will be required to clearly articulate customer requirements and interface with a variety of the client's second level teams and third party service providers. Contacts to the Help Desk can be varied and complex requiring a high level of comprehension and interest in IT topics and interpersonal skills to assist diagnose and or resolve issues. The Help Desk Agents refer problems and issues to specialist groups when required and act as a Single Point of Contact for the customer through resolution.
Duties and Requirements
- 1st Level telephone and other media contact support
- Strive for a high level of first contact resolution
- Respond to and resolve customer requests by providing fast, efficient and friendly customer service.
- Accurately document calls and incidents
- Manage time and workload to meet predetermined service levels
- Maintain data accuracy in our contact management system
- Assign incidents and requests to the correct support group
- Act as a single point of contact on incidents and problems logged
- Perform appropriate diagnostics to initiate problem management workflow process
- Provide clients with a reference number for their incident/request
- Become multi-skilled as workload changes occur within the Service Centre
- Champion, implement or support change
- Identify process efficiencies within the Service Centre and to take corrective action to implement change
Be a Part of the PCN Team
Inquisitive. Honest. Collaborative. Our customers use these words to describe the PCN team. We understand that our employees are the foundation of our success now and in the future. Because of this, we encourage our team members to be individuals, supporting teamwork, entrepreneurism, and authenticity. We look for individuals who seek enriching experiences and challenges in their projects and career. Our philosophy of a successful employee includes making resources and tools readily available such as mentors and continuing education to facilitate long term success.
PCN is a dynamic IT services company, headquarted in the greater Philadelphia area and serving clients and partners globally. We support our customers in over 20 countries and strive to be the top DDI managed service provider in the world. Visit our website for more information.
Equal Employment Opportunity Policy Statement
PC Network provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, PC Network complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.
PC Network expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of PC Network employees to perform their job duties may result in discipline up to and including termination.
Senior Help Desk Analyst
Posted 7 days ago
Job Viewed
Job Description
100% On-site -- Joint Base Andrews (JBA), MD (US Citizenship required to obtain security clearance.)
Teracore is a Service Disabled Veteran Owned Small Business (SDVOSB) classified management consulting and information technology services firm. We are committed to creating and maintaining a corporate environment and culture that promotes long-term employment. Diverse talents help us to achieve the missions and objectives of our customers. We hope we can partner together to achieve those goals.
Project Background:
The contractors will support NGB/A1Y in Operational Research and Strategic Analysis for Air Force Recruiting Information Support System - Total Force (AFRISS-TF), making recommendations for planning, coordination, and execution of ANG mission requirements to enhance decision-making and productivity in recruiting and retention programs.
Position Description :
This is a Senior Help Desk/Systems Analyst position providing Functional liaison to the ANG Recruiting and Retention community for support and resolution of applicant or incentive processing problems. Performs account maintenance from establishing accounts to maintaining passwords to resolving VPN/Firewall access. Assists users in the qualification and processing of over 500,000 leads resulting in approximately 12,000 accessions per year. Validates recruiting process requirements across 5 interoperable system platforms comprising the ANG Recruiting and accession process. Leads maintenance of system documentation and training materials within a 4-5 person Help Desk Call Center mission.
Tasks/Responsibilities:
- Responsible for providing field support concerning the function and flow of automated recruiting and retention processes supporting recruiters and their leadership in the field.
- Supports the Help Desk Call Center function providing Tier 1 and Tier 2 support using a trouble ticket tracking system that interfaces with the Configuration Management process in place to track and resolve issues and provide enhancements through iterative software development and implementation.
- Conducts trouble-shooting of user activities to assist in the processing of applicants, on-line training, and continuous process improvement of software applications used to process leads and automate accession of qualified applicants from a worldwide geographical area of operations.
- Identifies and analyzes ANG recruiting and retention functional defects/enhancement requests reported via Help Desk calls/emails from the ANG recruiter community, system monitoring or other meetings.
- As the contractor lead for the ANG Help Desk, the Help Desk/Systems analysts will answer, analyze and evaluate Help Desk calls or emails, provide resolutions, open/document trouble tickets, and/or develop an SCR for those issues identified as defects or data maintenance requests.
- Analyzes each defect, identify a root cause, research resolutions and create SCRs with an identified fix.
- Work within the Configuration Management process to track, update, and close tickets/SCRs within the designated trouble ticket/SCR tracking system.
-
- Ensure other Help Desk personnel are aware of the completion of requested actions and/or release of fixes to defects, enhancements or new capabilities.
-
- Works alongside support personnel to refine and document user requirements and validates that development in conjunction with functional OPRs using test plan scenarios.
- Support personnel will consist of government, military and contracted analysts, Functionals, Programmers, Technical Writers, and other Help Desk personnel supporting Active, Guard, and Reserve.
- Evaluates changes to documented requirements in established standards and processes and maintain system documentation up to date, e.g. User Manuals and How-to Guides.
- Provides advance notification to the field of upcoming releases in the form of Release Notes and System Status notifications.
- Make changes to system and user documentation that significantly modifies the steps and/or screenshot content through design and development changes/updates to defined processes.
- Participates in peer-review processes such as Functional Review Boards and may represent ANG interests on the monthly Configuration Control Board (CCB).
- Provide feedback to developers following evaluation of SCRs and/or during monthly Test and Evaluation phase using to refine and assist developers in understanding the functional user requirements.
- Works in conjunction with Active Duty Air Force and Air Force Reserve functional counterparts, other stakeholders and representatives to promote an exchange of information, best practices, capabilities, deficiencies, and technology advances as related to improving AFRISS-TF system functionality and efficiency in data collection, processing and reporting.
- Provide input for updates to all system documentation and support the software release activities by providing input to monthly Release Notes for dissemination to all ANG users with descriptions of changes to existing or new system functionality.
- Provide training, instruction or briefings on system function or changes being released as requested. Training shall be in the form of white papers, power point presentations, or live demonstrations, to include demonstrations via telecom/desktop sharing, webinars, or video recorded training/presentations.
- Acts as the primary trainer for new military Help Desk personnel.
- Conducts training at annual and periodic events, such as Annual Certification and Training Conferences (ACTC), State/Wing or Regional Training events, etc.
- Performs all other duties as assigned by the Project Manager.
Required Skills:
- 2-4 Degree in a Technology or Information Systems related area of study. Superior skills specific and unique to this unique work environment/contract may be considered in place of the degree requirement:
- 8-10 years' experience in Recruiting and/or Retention while working in the various Branches of Recruiting, Military Entrance Processing Station (MEPS), ANG Retention, Advertising/Marketing and Training/Instruction.
- 8-10 years' experience using a military recruiting database; preferably, AFRISS-TF, AFRISS-based Retention functionality, AFRISS reporting/query tools and/or performing data analysis for Wing, State and/or NGB HQ levels to support Senior Leadership and Mission Accomplishment.
- Knowledge and use of tools such as visual Query/Report-builder products, Bugzilla/System Change Request (SCR) creation using a Configuration Management software.
- 3-5 years of experience with requirements management to include process, documentation, prioritization, and refinement of requirements; and test management, which include planning, designing, implementation of test events, validation and reporting of results.
- 3-5 years of experience providing or managing Help Desk support and Training.
- Experience evaluating ANG AFRISS-TF user community issues received via Help Desk calls or emails, provide application analysis, determine resolutions, open trouble tickets, and/or develop software change requests to mitigate systemic issues identified as defects or data maintenance requests.
- Analyze reported defects, identify a root cause(s), research resolutions and create SCRs, which may include an identified fix.
- Experience with training and development of Help Desk personnel and analysts
- Prior experience working with Air Force Recruiting Information Support System- Total Force (AFRISS-TF)
- Prior experience working within a military base and/or government environment
- Experience with USAF, specifically ANG recruiting efforts and using AFRISS-TF
- Experience providing presentations or training for large audiences in a conference or classroom setting.
- Knowledge of computer systems and/or software development practices is highly desirable
- Knowledge of other support software (using a VPN), integration of hardware devices (email/phones) and/or electronic signature capabilities.
At Teracore, we support, depend and thrive on differences for the benefit of our associates and customers. Teracore is an equal opportunity employer. Employment decisions are based solely on a person's merit and professional qualifications directly related to job competence.
Junior Help Desk Analyst
Posted 7 days ago
Job Viewed
Job Description
Teracore is a Service Disabled Veteran Owned Small Business (SDVOSB) classified management consulting and information technology services firm. We are committed to creating and maintaining a corporate environment and culture that promotes long-term employment. Diverse talents help us to achieve the missions and objectives of our customers. We hope we can partner together to achieve those goals.
Project Background:
The contractors will support NGB/A1Y in Operational Research and Strategic Analysis for Air Force Recruiting Information Support System - Total Force (AFRISS-TF), making recommendations for planning, coordination, and execution of ANG mission requirements to enhance decision-making and productivity in recruiting and retention programs.
Position Description :
- This is a Help Desk/Systems Analyst position providing Functional liaison to the ANG Recruiting and Retention community for support and resolution of applicant or incentive processing problems.
- Performs account maintenance from establishing accounts to maintaining passwords to resolving VPN/Firewall access.
- Assists users in the qualification and processing of over 500,000 leads resulting in approximately 12,000 accessions per year.
- Validates recruiting process requirements across 5 interoperable system platforms comprising the ANG Recruiting and accession process.
- Leads maintenance of system documentation and training materials within a 4 person Help Desk Call Center mission.
- Responsible for providing field support concerning the function and flow of automated recruiting and retention processes supporting recruiters and their leadership in the field.
- Supports the Help Desk Call Center function providing Tier 1 and Tier 2 support using a trouble ticket tracking system that interfaces with the Configuration Management process in place to track and resolve issues and provide enhancements through iterative software development and implementation.
- Conducts trouble-shooting of user activities to assist in the processing of applicants, on-line training, and continuous process improvement of software applications used to process leads and automate accession of qualified applicants from a worldwide geographical area of operations.
- Identifies and analyzes ANG recruiting and retention functional defects/enhancement requests reported via Help Desk calls/emails from the ANG recruiter community, system monitoring or other meetings.
- As the contractor lead for the ANG Help Desk, the Help Desk/Systems analysts will answer, analyze and evaluate Help Desk calls or emails, provide resolutions, open/document trouble tickets, and/or develop an SCR for those issues identified as defects or data maintenance requests.
- Analyzes each defect, identify a root cause, research resolutions and create SCRs with an identified fix.
- Work within the Configuration Management process to track, update, and close tickets/SCRs within the designated trouble ticket/SCR tracking system.
-
-
- Ensure other Help Desk personnel are aware of the completion of requested actions and/or release of fixes to defects, enhancements or new capabilities.
-
-
- Works alongside support personnel to refine and document user requirements and validates that development in conjunction with functional OPRs using test plan scenarios.
- Support personnel will consist of government, military and contracted analysts, Functionals, Programmers, Technical Writers, and other Help Desk personnel supporting Active, Guard, and Reserve.
- Evaluates changes to documented requirements in established standards and processes and maintain system documentation up to date, e.g. User Manuals and How-to Guides.
- Provides advance notification to the field of upcoming releases in the form of Release Notes and System Status notifications.
- Make changes to system and user documentation that significantly modifies the steps and/or screenshot content through design and development changes/updates to defined processes.
- Participates in peer-review processes such as Functional Review Boards and may represent ANG interests on the monthly Configuration Control Board (CCB).
- Provide feedback to developers following evaluation of SCRs and/or during monthly Test and Evaluation phase using to refine and assist developers in understanding the functional user requirements.
- Works in conjunction with Active Duty Air Force and Air Force Reserve functional counterparts, other stakeholders and representatives to promote an exchange of information, best practices, capabilities, deficiencies, and technology advances as related to improving AFRISS-TF system functionality and efficiency in data collection, processing and reporting.
- Provide input for updates to all system documentation and support the software release activities by providing input to monthly Release Notes for dissemination to all ANG users with descriptions of changes to existing or new system functionality.
- Provide training, instruction or briefings on system function or changes being released as requested. Training shall be in the form of white papers, power point presentations, or live demonstrations, to include demonstrations via telecom/desktop sharing, webinars, or video recorded training/presentations.
- Acts as the primary trainer for new military Help Desk personnel.
- Conducts training at annual and periodic events, such as Annual Certification and Training Conferences (ACTC), State/Wing or Regional Training events, etc.
- Performs all other duties as assigned by the Project Manager.
Required Skills:
- 2-4 Degree in a Technology or Information Systems related area of study. Superior skills specific and unique to this unique work environment/contract may be considered in place of the degree requirement:
- 1 year experience in Recruiting and/or Retention while working in the various Branches of Recruiting, Military Entrance Processing Station (MEPS), ANG Retention, Advertising/Marketing and Training/Instruction.
- 1 year experience using a military database; preferably, AFRISS-TF, AFRISS-based Retention functionality, AFRISS reporting/query tools and/or performing data analysis for Wing, State and/or NGB HQ levels to support Senior Leadership and Mission Accomplishment.
- Knowledge and use of tools such as visual Query/Report-builder products, Bugzilla/System Change Request (SCR) creation using a Configuration Management software.
- 1 year of experience with requirements management to include process, documentation, prioritization, and refinement of requirements; and test management, which include planning, designing, implementation of test events, validation and reporting of results.
- 1 year of experience providing or managing Help Desk support and Training.
- Analyze reported defects, identify a root cause(s), research resolutions and create SCRs, which may include an identified fix.
- Experience with training and development of Help Desk personnel and analysts.
- Prior experience working with Air Force Recruiting Information Support System- Total Force (AFRISS-TF)
- Prior experience working within a military base and/or government environment
- Experience with USAF, specifically ANG recruiting efforts and using AFRISS-TF
- Experience providing presentations or training for large audiences in a conference or classroom setting.
- Knowledge of computer systems and/or software development practices is highly desirable
- Knowledge of other support software (using a VPN), integration of hardware devices (email/phones) and/or electronic signature capabilities.
At Teracore, we support, depend and thrive on differences for the benefit of our associates and customers. Teracore is an equal opportunity employer. Employment decisions are based solely on a person's merit and professional qualifications directly related to job competence.
Help Desk Agent

Posted 4 days ago
Job Viewed
Job Description
**Job Title:** Help Desk Analyst
**Cayuse Company:** Cayuse Commercial Services
**Location:** Remote
**Pay Rate:** $15-$7 per hour
**The Work**
Help Desk Agent provides customer service solutions within service level agreements using the company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to customers while maintaining effective communication.
This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.
**Responsibilities**
**Key Responsibilities**
+ Receives customer inquiries and fulfills requests, providing high-quality customer service in a professional, efficient, and timely manner.
+ Operates within established guidelines and procedures to independently deliver a full range of services to the customer.
+ Matches customer needs with current products and services and suggests new ones to target customer's unmet needs.
+ Use examples and analogies as appropriate to facilitate understanding.
+ Identifies, resolves, or escalates, and tracks issues of all customer interactions in a work management tool (ServiceNow) or as determined by the client.
+ Aids in information to the customer in a prompt manner.
+ Uses judgment to anticipate customer service needs, resolves routine issues, and takes action accordingly, consistently providing high level quality service.
+ Manage continuous improvement through ongoing collection of data and information regarding customer requirements.
+ Understands and responds to others using active listening skills and tactful communication.
+ Ability to perform first-line troubleshooting for customers.
+ Ability to resolve issues following the parameters and guidelines of the client.
+ Help new and developing team members.
+ Demonstrate proactive business and customer service mentality, assuming ownership over solutions with a desire and willingness to be flexible and adaptable.
+ Other duties as assigned.
**Qualifications**
**Qualifications - Here's What You Need**
+ Requires a high school diploma or GED
+ Knowledge of and experience using various computer applications including Microsoft Office Suite
+ Technology savvy with an interest in new generation technology - comfortable doing things a different way, troubleshooting, and recommending new technology.
+ Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.
**Minimum Skills Required:**
+ Must possess problem-solving skills.
+ Exceptional communication skills, both oral and written.
+ Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.
+ Highly motivated with the ability to handle and manage multiple tasks at any one time.
+ Ability to forge new relationships, individual and teaming in nature.
+ Must be a Self-starter, that can work independently and as part of a team.
+ Ability to follow instructions for logging into a computer and launching various applications
+ Ability to navigate the applications and programs utilized including opening and closing windows, select portions of text or other items using the mouse, copy/cut and paste text
+ Ability to successfully handle customer requests and document in work management tools and applications.
+ Strong interpersonal skills with the ability to communicate in a professional, and articulate manner to individuals from diverse backgrounds.
+ Effective listening skills to include cognitive ability to locate and convey requested information
+ Excellent organizational, analytical, and problem-solving skills with high-level attention to detail with good follow up and follow through skills.
+ Proven ability to multitask and prioritize in a fast-paced environment with changing priorities; adaptable to change and a quick learner.
+ Ability to handle sensitive and confidential information appropriately.
+ Continuous learner/improvement mindset, desire to learn quickly with a commitment to excellence.
+ Positive attitude; tolerance for dealing with difficult customers and stressful situations.
+ Dependable and accountable.
**Desired Qualifications:**
+ Experience in a customer service role.
+ Experience supporting customers in a virtual environment.
**Our Commitment to you / overview of benefits**
+ Medical, Dental and Vision Insurance; Wellness Program
+ Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
+ Short-Term and Long-Term Disability options
+ Basic Life and AD&D Insurance (Company Provided)
+ Voluntary Life and AD&D options
+ 401(k) Retirement Savings Plan with matching after one year
+ Paid Time Off
**Reports to:** Delivery Manager
**Working Conditions**
+ Professional remote office environment.
+ Ability to work Mon-Fri 8am to 5pm EST.
+ Must be physically and mentally able to perform duties extended periods of time.
+ Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
+ Must be able to establish a productive and professional workspace.
+ Must be able to sit for long periods of time looking at computer screen.
+ May be asked to work a flexible schedule which may include holidays.
+ May be asked to travel for business or professional development purposes.
+ May be asked to work hours outside of normal business hours.
**Other Duties:** _Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice._
**_Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law._**
**Pay Range**
USD 15.00 - USD 17.00 /Hr.
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Join ourTalent Community ( orLanguage Services Talent Community ( and be among the first to discover exciting new possibilities!
**Location** _US-_
**ID** _103312_
**Category** _Customer Service/Support_
**Position Type** _Full-Time Hourly Non Exempt_
**Remote** _Yes_
**Clearance Required** _None_
Lead Help Desk Technician
Posted today
Job Viewed
Job Description
The Lead Help Desk Technician is a role working to ensure the Help Desk team provides an exceptional customer experience to our stores, support center, and distribution center associates. This position requires an elevated level of experience and kno Technician, Help Desk, Help, Lead, Technical, Solutions, Retail, Business Services
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Tier 1 Help Desk HybridLocal Only
Posted 7 days ago
Job Viewed
Job Description
LOCAL PENNSYLVANIA CANDIDATE ONLY
An hour-long in-person interview
This team teleworks on every Friday.
Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks' notice beforehand.
The training cycle runs 3-4 weeks.
Previous IT Service Desk and/or Call Center experience required.
Client: Commonwealth of PA - PennDOT
Position: Tier 1 Help Desk - 761663 (100% onsite)
This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support.
The Help Desk Analyst performs the skills listed below-
Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
Investigates and resolves computer software and hardware problems of users.
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.
Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
Follow quality standards and displays strong customer service skills.
Able to work in a team environment.
Complete assigned tasks.
Excellent communication skills; both written and spoken.
Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory
Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.
Required Skills:
Experience with call tracking and ticketing software
Attentive to details and ability to be resourceful (using supplied documentation)
Ability to support users with limited knowledge of computers, software, hardware, and systems
Above average communication skills and telephone manner.
Excellent organizational skills
Basic User & Security Group Active Directory administration
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
Tier 1 Help Desk - (Hybrid/Local Only)
Posted 7 days ago
Job Viewed
Job Description
Job DescriptionJob DescriptionLOCAL PENNSYLVANIA CANDIDATE ONLY
An hour-long in-person interview
This team teleworks on every Friday.
Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks' notice beforehand.
The training cycle runs 3-4 weeks.
Previous IT Service Desk and/or Call Center experience required.
Client: Commonwealth of PA - PennDOT
Position: Tier 1 Help Desk - 761663 (100% onsite)
This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support.
The Help Desk Analyst performs the skills listed below-
- Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
- Investigates and resolves computer software and hardware problems of users.
- 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.
- Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
- Follow quality standards and displays strong customer service skills.
- Able to work in a team environment.
- Complete assigned tasks.
- Excellent communication skills; both written and spoken.
- Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory
- Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
- Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.
Required Skills:
- Experience with call tracking and ticketing software
- Attentive to details and ability to be resourceful (using supplied documentation)
- Ability to support users with limited knowledge of computers, software, hardware, and systems
- Above average communication skills and telephone manner.
- Excellent organizational skills
- Basic User & Security Group Active Directory administration
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
- Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
- You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
Customer Service Technical Support Administrator

Posted today
Job Viewed
Job Description
**Location: Remote**
**Company Summary** **:**
At Pearson, we're committed to a world that's always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always reexamining the way people learn best, whether it's one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology-and each other to surpass these boundaries-we create seeds of learning that become the catalyst for the world's innovations, personal and global, large and small.
Pearson's Online & Blended Learning K-12 group provides high-quality, highly accountable online education solutions to schools, school districts and students in grades K-12. It serves families and schools with a variety of digital learning and online school solutions including Connections Academy, International Connections Academy, and Pearson Connexus. In 2017, it will deliver online learning to over 400,000 students in the U.S. and 48 countries. The group, formerly known as Connections Education, is based in Columbia, Maryland and has been named a "Top Workplace" by the Baltimore Sun for three consecutive years and a "Best Place to Work" by Baltimore magazine. Recognized for its outstanding curriculum, high-quality teachers and leadership, Pearson Online & Blended Learning is committed to expanding quality education through technology and helping students achieve both academic and personal success.
**Department Summary:**
The Customer Support department is part of the Pearson Global Service and Support team and serves as the primary point of contact for Pearson Online & Blended Learning families, and school staff. Through multi-channel support streams, we provide general program information, enrollment support, password reset assistance, and account changes. In addition, we provide escalation assistance, process guidance to tier 1 support agents, workforce management, and quality and training support to Family Support groups.
**Position Summary** **:**
The Service Desk Tech 1, School Technical Support is an hourly position with 2 Shift Options; determined at a later time between the hours of 8am-6pm EST. Agents will work remotely, providing technical support services to school teachers and staff; as they set up and use our technology from initial startup, troubleshooting, and virus/spyware removal to resolution of software, hardware, printer, and network issues.
**Responsibilities** **:**
+ Troubleshoot and resolve software, hardware, printers, and network issues by listening to the user and asking appropriate questions to build a solution.
+ Log all calls using our in-house call tracking system, creating detailed, accurate entries and escalate when necessary.
+ Specify user problems and provide a detailed solution to resolve each issue.
+ Act as liaison for application problems between users and developers.
+ Assist in the collection of data for identifying user requirements that may result in future system development or training.
+ Keep current with the development of our ever-changing applications.
+ Document products, processes or problems in detail and suggest improvements or solutions.
+ Work with manager to investigate and implement ways of deflecting calls and increasing self-service.
+ Work occasional additional hours, 2nd shift, and/or weekends when necessary.
+ Work to perform other duties that may be necessary for the organization, including manual labor. (Staging materials, packing, inventory, delivery).
+ Projects - supports continuous improvement initiatives.
+ Other duties as assigned.
**Requirements** **:**
+ Ability to manage stressful situations in a calm, courteous, and efficient manner.
+ Strong working knowledge of?Windows 10/11 and Office 365.
+ Strong remote troubleshooting and working knowledge of High-Speed connections (DSL/Cable-Modem) and TCP/IP.
+ Working knowledge of Bomgar or comparable remote support tool.
+ An understanding of DHCP, DNS, and Active Directory.
+ Strong troubleshooting and working knowledge of consumer networking devices, wireless devices, Windows file and share permissions, and network printing issues.
+ Experience with Google Apps for Education and Business.
+ Continually updating and optimizing support process and documentation.
+ Ability to make quick and clear decisions in accordance with Connections Academy policy.
+ Meet all deadlines while paying attention to details.
+ Organize, prioritize and multi-task while managing users' expectations.
+ Work effectively as a team member, as well as independently.
+ Problem-solving methodology.
_Applications will be accepted through 23rd July 2025. This window may be extended depending on business needs._
1176508
**Job:** Infrastructure and Cloud Operations
**Job Family:** TECHNOLOGY
**Organization:** Virtual Learning
**Schedule:** FULL_TIME
**Workplace Type:** Remote
**Req ID:** 20255
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