31 Help Desk jobs in Greensburg

All Lines Technology has an opening for an Associate Support Analyst to provide first-level IT solutions for internal departments. The primary focus of the role is delivering an outstanding end-user experience through strong customer service skills paired with robust technical and troubleshooting ability. The primary responsibility will be responding to user inquiries via call and chat, diagnosing the problem, and providing applicable remedies.
Responsibilities:

• Communication - Responsible for demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day-to-day work and projects.
• Securing Data/Information - Protect the integrity and confidentiality of all data and information through physical and electronic measures.
• Call/Chat Quality Evaluation Acknowledgement/Feedback Application - Consistently acknowledge call/chat quality evaluations in quality evaluation software and consistently apply feedback.
• Troubleshooting - Has a fundamental understanding of system support/Knowledge repository and ability to navigate to resolve common customer issues. Consistently document troubleshooting in the ticket.
• System Interruption Response and Handling - Follow the System Interruption Handling process consistently. Communicate with other staff for possible system-wide interruption.
• Meeting Participation - Attend meetings on time, ask questions and apply feedback
• Disaster Recovery Adherence - Understand the basics of Disaster Recovery processes.
• Answering Support Calls/Answer Support Chats - Provide customer service support to any or all customers via calls/chats.
• Ticket Quality - Document and manage end-user requests in the Incident Tracking System. Basic understanding of what demographic information, details related to technical issues to capture to properly route to appropriate team.
• Technical Skills/Problem Solving - Understand the basic technologies. Apply basic problem-solving skills to achieve resolution.

• Familiarity with modern technology and best support practices through education or practical experience.
• Prior customer service experience required.
• Excellent interpersonal, written and communication skills required.
• Ability to work in a fast-paced environment.

• Willingness and flexibility to adapt and adopt rapid technology and process changes
• Effective problem-solving skills that center around research, teamwork, decision making, and emotional intelligence
• Familiarity with applications used in the UPMC environment (Office 365, Cerner, Medipac, Epic, etc.)
• Experience with Cherwell or other IT Service Management systems

Summary: The Help Desk Analyst analyzes and troubleshoots computer support problems and applies an understanding of computer software and hardware products and services to resolve user problems. The Help Desk Analyst is knowledgeable on the usage and support of the products that run on the Windows operating system. The Help Desk Analyst provides hands-on technical assistance to business and technical users and investigates and resolves computer software and hardware problems for users. The Help Desk Analyst serves as a contact for level 1 support and assists users who are experiencing issues using computer software, hardware, and operating systems, escalating issues, as necessary. The Help Desk Analyst determines whether issues are caused by hardware, software, or system and answers questions, applying knowledge of computer software, hardware, systems, and procedures. The Help Desk Analyst also participates in infrastructure projects such as operating system upgrades, asset renewal initiatives, and application roll outs. Up to 25% will be spent on field/project activities.
Education: 4-year college degree in Computer Information Systems or equivalent technical study
Microsoft certifications preferred
Requirements: Excellent verbal and written communication skills
bility to work both independently and team environment
Strong customer service mindset
Microsoft 365/Windows OS - Windows 10
Microsoft Edge support
Microsoft SharePoint Online experience
Microsoft Dynamics 365 Customer Service
Personal Computer Desktop, Laptop, Mobile devices
Network Printers
Microsoft Access & PowerPoint 365
Google Chrome and Mozilla Firefox
Power Shell
ctive Directory
Windows Hello for Business
Windows Server
Microsoft Configuration Manager (SCCM)
Networking (wired and wireless)
Network Security concepts
Description: 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.
scertains 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.
ssists users through problem solving steps.
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.
ble to diagnose and detect correct equipment errors and repair products by replacing worn or broken parts, and making technical adjustments.
Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
ssists in coordination of changes, upgrades, and new products, ensuring systems will operate correctly in current and future environment.
Provides accurate and complete answers to general use and administrative environment questions in a timely manner.
Supports shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
Communicates accurate and useful status updates.
Manages and reports time spent on all work activities.
Follows quality standards.
ble to work in a team environment
Completes assigned tasks.
Strong communication skills; both written and spoken.

Help Desk Analyst 2 (733 Help Desk Analyst 2

Fully remote position but training will occur on-site.

This position will provide IT phone and email support for the Conservation & Environment Delivery Center (CEDC) including Commonwealth employees in 3 agencies and 2 boards, and the public using CEDC websites. Training will occur in a CEDC facility in Harrisburg. After training, this will be a telework from home position. The candidate will be expected to have a dedicated workspace available for a Commonwealth provided computer and a stable internet connection.
Help Desk Analyst (HDA2) - 3 to 5 years field experience.
Role Description:
• 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.
• 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.
• 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.
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Contract to Hire. Onsite. Oxford Solutions is working with a client seeking a Help Desk Support Associate to provide technical assistance to end users. This role requires 2 to 4 years of experience in IT support and the ability to work a flexible schedule, including evenings and weekends.

Responsibilities

• Provide software, hardware, and network support as needed
• Respond to help desk tickets via phone and email
• Troubleshoot and resolve technical issues for Windows environments
• Assist end users with system and application-related issues
• Maintain accurate documentation of support requests and resolutions

• Associate or Bachelor's in IT or related area
• 2 to 4 years of experience in an IT support or help desk role
• Working knowledge of ticketing software, Active Directory, DHCP, DNS, Subnets, Windows 7 and up, Windows server 2008 and up, VPN software, Microsoft Office suite
• Knowledge of computer hardware, and familiarity with networking concepts.
• Strong customer service skills and ability to communicate technical solutions effectively
• Experience troubleshooting Windows operating systems and applications
• Ability to prioritize and resolve technical issues efficiently
• Strong attention to detail and good documentation skills

• ctual Job Title: Product Support Representative-Software Support Services
• The Product Support Representative has the primary responsibility within the call center for providing internal and external customer support for respironics compliance monitoring product line (Care Orchestrator) Beyond the primary call center job functions, this position will also provide customer support during new installations.
• This is rotating schedule job, 8am-8pm to be discussed during interview process.
• This is also Hybrid role, Typically 3 days/week TBD by hiring manager in the interview process.

• These data migration/installation activities include the following:
• Coordination of pre-install activities (scheduling installs, reviewing Pre-installation checklists, completing Pre-installation readiness checks with customers, etc.)
• Remote configuration of software according to customer specifications.
• Post install support within the product support call center.
• dditionally, the role will assist customers with maximizing the utility of Care Orchestrator software by appropriately configuring the software and training end-users to meet individual customer needs. This position will also work closely with the software engineering team to resolve escalated customer issues and to determine requirements for future releases, as well as assist with testing future releases prior to launch.
• Research, record, and provide appropriate feedback and solutions to customers with regard to product complaints and events associated with the software application.
• Inform Product Managers on customer issues related to software utilization and software design.
• Must maintain technical expertise with both Respironics sleep therapy products and their usage as well as general networking and PC skills.

• Conflict Management, Timely Decision Making, Process and Time Management Skills.
• Market foresight, learning agility and teaming
• bility to deal with multiple tasks and conflicting priorities
• n action/problem solving orientation including independent thought process and independent learning
• Maintain software and computer technical expertise
• Outstanding Interpersonal and communication skills
• bility to work within a team environment

• Define with their manager goals for personal and professional development
• Take accountability to execute their personal development plan to grow within current role and to prepare for future roles

• Minimum of an Associate's degree, Bachelor's degree preferred. I.T. related degrees preferred, but will accept other majors with relevant I.T. experience.
• minimum of 3+ years of appropriate IT related customer service.
• Experience in the medical device industry highly desired.
• Professional phone skills and Customer Service Skills highly desired.
• Experience with use of software including Microsoft Office, Word, Excel and SAP required.
• Must possess a good understanding of computer functionality and experience with software/hardware troubleshooting.
• demonstrated understanding of computer networks and database structure is also required to perform the role.
• Knowledge of Windows XP, Vista, 7, and 8 Operating systems required.
• Knowledge of Android and iOS mobile operating systems highly desired.
• Knowledge of SQL Server preferred.
• This position performs in a standard call center environment which includes a scheduled shift rotation covering 8am-8pm Monday through Friday. Limited travel (5%) which could require the setup of equipment up to 25 lbs.
• Requires a demonstrated proficiency in use of standard office equipment - including computers.

Maximus is currently hiring a Clinical Help Desk Administrative Coordinator to support the Oregon MED (Mental Emotional Disabilities) project. The Clinical Admin will handle administrative help desk duties such as answering phone calls, scheduling appointments/assessments, emails, faxes, follow-ups and reviewing documentation.

About the Program: We partnered with Oregon DHS manages in-person eligibility reviews for people that may be experiencing mental illness along with possible physical needs for the Aging and People with Disabilities (APD) Program. Through the mental or emotional disorders (MED) Review Process, we give DHS accurate review recommendations of an individual's primary need for services. Our assessment enables DHS to make informed program eligibility decisions based on a clear and accurate understanding of which programs may best address an individuals unique needs.

Why Maximus?

- Work/Life Balance Support - Flexibility tailored to your needs!

- • Competitive Compensation -Bonuses based on performance included!

- • Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.

- • Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.

- • Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.

- • Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).

- • Recognition Platform - Acknowledge and appreciate outstanding employee contributions.

- • Tuition Reimbursement - Invest in your ongoing education and development.

- • Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.

- • Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.

- • Professional Development Opportunities-Participate in training programs, workshops, and conferences.

- •Licensures and Certifications-Maximus assumes the expenses associated with renewing licenses and certifications for its employees.

Essential Duties and Responsibilities:
- Provide customer support to internal and external customers
- Responsible for assigning and coordinating referrals for contract work to appropriate parties
- Computer data entry
- Perform all job duties in compliance with Person First standards, HIPAA guidelines, and company confidentiality policies and procedures.
- Complete assignments within established compliance standards and timelines
- Monitor multiple work queues daily to ensure cases move quickly through each process stage.
- Identify and resolve data errors
- Performs other related duties as assigned.

Required Skills/Abilities:
- Excellent written and verbal communication skills
- Excellent interpersonal and customer service skills
- Proficient in Microsoft Office Suite
- Excellent organizational skills and attention to detail
- Ability to work in a fast-paced environment
- Ability to work independently

Minimum Requirements

- High School Degree or equivalent and minimum 1 year of relevant experience, or Associate Degree
- Clinical office experience preferred

- Minimum of three (3) years of experience in customer service supporting clients in fast-paced, healthcare or administrative environments, with a focus on problem resolution and clear communication.

Preferred Requirements

- Skilled in creating and maintaining schedules for multiple individuals

- Strong ability to multitask and adapt to changing priorities

Home Office Requirements

- Maximus provides company-issued computer equipment and cell phone

- Reliable high-speed internet service

- Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity

- Minimum 5 Mpbs upload speeds

- Private and secure workspace

#ClinicalServices #LI-Remote

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary

$

14.00

Maximum Salary

$

19.20

The Tier 1 Help Desk IT Specialist will be responsible for providing technical assistance and support related to computer systems, hardware, software, and network issues for a public sector client. This position will primarily operate within the ServiceNow platform to log, track, and resolve IT support tickets. The Tier 1 Help Desk IT Specialist will serve as the first point of contact for employees seeking technical assistance and will escalate issues as needed to Tier 2 support personnel.

This is a remote position.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS146, T2, Band 5

Job-Specific Essential Duties and Responsibilities:

- Professional Communication: Tier 1 staff are expected to maintain professionalism in all forms of communication with customers, Tier members, and associated contacts.

- Understanding of Help Desk Process: Ensure a complete understanding of the client's Help Desk process, including ticket assignment, categorization, proper escalation, and resolution.

- Issue Reporting: Bring any issues concerning employees to the attention of the Help Desk Team Lead, who will then notify the Help Desk Manager.

- Clear Communication: All written and verbal communication to all parties must be clear, concise, appropriate, and understandable.

- Systems Health Check: Conduct a systems health check every business day at 7 am and report findings to designated email recipients, primarily the operations team.

- Utilization of FAQs and Knowledge Base: Utilize provided FAQs and knowledge base to promptly address or route tickets, with the goal of resolving as many tickets on first contact as possible.

- Phone Answering Protocol: Use a provided script for answering phones for every incoming call to the Help Desk.

- Ticket Handling: Be prepared to handle tickets via email, phone, or other channels as they come into the Help Desk. Retrieve tickets at designated intervals throughout the business day.

- Understanding of Ticket Management System: Possess a complete understanding of the OTS Ticket management system used by the client's Help Desk.

- Information Gathering and Transfer: Obtain and provide all necessary information for tickets to be worked properly. Contact the client's employees who submitted tickets to obtain missing information prior to transferring tickets.

- Documentation: Include all information submitted by ticket submitters, including screenshots and attachments, when transferring ticket information to other parties. Document all communication regarding a ticket in the ticket management system in a timely manner.

- Security Access Requests: Ensure hard copy security access request documents have correct signatures before transferring to the next level for processing.

- Timely Communication: Communicate with all parties efficiently and timely to obtain necessary information.

- Ticket Transfer Coordination: Coordinate the transfer of tickets between Help Desk tiers/groups, including external Help Desks, to mitigate confusion/disagreements between parties.

- Aging Ticket Management: Ensure aging tickets (tickets over 5 days old) are actively addressed by daily follow-ups with assigned personnel.

- Acknowledgment of Requests: Acknowledge, with return communication, receipt and completion of requests for action from all parties.

- Defect and Resolution Approach Communication: Contact client's employees if another Tier identifies issues as defects, change requests, or other resolution approaches using provided scripted email resolution.

- Survey Response Review: Conduct a daily review of incoming ticket survey responses and follow up with client's employees needing further assistance. Report findings to the Help Desk Lead, who will report consolidated findings to the Help Desk Manager.

- Resolution Response Review: Conduct a daily review of all resolution responses from all Tiers to ensure quality assurance. Report findings to the Help Desk Lead, who will report consolidated findings to the Help Desk Manager.

- PII Recognition and Notification: Recognize and properly address Personally Identifiable Information (PII), following set protocols, and notify the Help Desk Lead, who will notify the Help Desk Manager.

- Out-of-Office Ticket Addressing: Address all tickets, including those assigned to other Tier 1 members who are out of the office, without delay.

- Urgent Ticket Handling: Recognize and address certain tickets as urgent, including but not limited to employee out-of-cycle pay requests, employee separation requests, OIG audit requests, and financial document processing issues.

Job-Specific Minimum Requirements:

- Bachelor's degree in Information Technology, Computer Science, or a related field preferred.

- 1+ years of work experience required.

- Proven experience in a technical support role, preferably in a Help Desk or Service Desk environment.

- Proficiency in using the ServiceNow platform for IT service management and ticketing.

- Strong knowledge of computer hardware, software applications, operating systems, and network protocols.

- Excellent troubleshooting and problem-solving skills with the ability to resolve technical issues efficiently.

- Effective communication skills with the ability to convey technical information clearly to nontechnical users.

- Customer-focused approach with a commitment to delivering high-quality IT support services.

- IT certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus.

- Working Conditions:

- This position may require occasional evening or weekend work to support system upgrades or resolve critical issues.

-Contingent upon Individual's ability to obtain security clearance and approval of badging.

#techjobs #clearance

Minimum Requirements

TCS146, T2, Band 5

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary

$

45,000.00

Maximum Salary

$

60,000.00

• Partner with the Technology Department to address the needs of the business.
• Continue to grow in your knowledge of technology and providing a high-level of customer service.
• Log support requests and related content in Spiceworks (Service Desk ticket system).
• Take calls and respond to e-mails for initial technical support for Penguins employees.
• Resolve appropriate calls and escalate when appropriate to senior-level technical resources.
• Monitor the IT Service Desk ticket queue and resolve initial Service Desk Tier 1 support tickets in accordance with current service Desk service level agreement (SLA) policies.
• Work with the Technology Department to help complete necessary tasks associated with employee Onboards/Offboard/Job Changes, including PC imaging/configuration.
• Support related tasks in Active Directory and related systems.
• Work on select projects with other teams within the Technology Department, including IT Infrastructure, Systems Administration, and Governance, Risk, and Compliance.
• Provide technology support for hockey games, concerts, and events, as scheduled.

• 6-months experience with commonly used PC hardware and Microsoft software
• Proficiency with PC hardware and Windows 10/11 troubleshooting (beneficial)
• Proficiency with MacOS device hardware/OS (beneficial)
• Basic understanding of wired/Wi-Fi networks and troubleshooting techniques
• Proficiency with configuration and troubleshooting of iOS and Android devices
• Experience with the following apps is highly beneficial.
  • MS Office, O365 and MS Outlook
  • Helpdesk ticketing platforms