61 Help Desk jobs in York

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.

Requirements for Help Desk Analyst

• 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

**Overview**
**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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**Location** _US-_
**ID** _103312_
**Category** _Customer Service/Support_
**Position Type** _Full-Time Hourly Non Exempt_
**Remote** _Yes_
**Clearance Required** _None_

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

This position requires a successful drug screen and background check. To be considered for the position you must be eligible to work in the United States without sponsorship. We do not provide relocation assistance.

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.

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:

1. 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. 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.
   2. 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.
2. Knowledge and use of tools such as visual Query/Report-builder products, Bugzilla/System Change Request (SCR) creation using a Configuration Management software.
3. 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.
4. 3-5 years of experience providing or managing Help Desk support and Training.
   1. 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.
   2. Analyze reported defects, identify a root cause(s), research resolutions and create SCRs, which may include an identified fix.
   3. Experience with training and development of Help Desk personnel and analysts

Desired Skills:

1. Prior experience working with Air Force Recruiting Information Support System- Total Force (AFRISS-TF)
2. Prior experience working within a military base and/or government environment
3. Experience with USAF, specifically ANG recruiting efforts and using AFRISS-TF
4. Experience providing presentations or training for large audiences in a conference or classroom setting.
5. Knowledge of computer systems and/or software development practices is highly desirable
6. 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.

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 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.

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:

1. 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. 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.
   2. 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.
2. Knowledge and use of tools such as visual Query/Report-builder products, Bugzilla/System Change Request (SCR) creation using a Configuration Management software.
3. 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.
4. 1 year of experience providing or managing Help Desk support and Training.
   1. Analyze reported defects, identify a root cause(s), research resolutions and create SCRs, which may include an identified fix.
   2. Experience with training and development of Help Desk personnel and analysts.

Desired Skills:

1. Prior experience working with Air Force Recruiting Information Support System- Total Force (AFRISS-TF)
2. Prior experience working within a military base and/or government environment
3. Experience with USAF, specifically ANG recruiting efforts and using AFRISS-TF
4. Experience providing presentations or training for large audiences in a conference or classroom setting.
5. Knowledge of computer systems and/or software development practices is highly desirable
6. 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.

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

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

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We're looking for a Service Desk Technician to join our team.
Our Service Desk Support Agents coordinate, diagnose, and troubleshoot incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all service requests needing support for technical/IT issues involving desktop, laptop or network services from local personnel or from employees using remote network access.
**Responsibilities** **:**
+ Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
+ Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
+ Provides case status updates to management and end-users per service level guidelines
+ Support and maintain effective relationships with users
+ Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
+ Provide support for PCs, laptops, printers, cell phones, and tablets etc.
+ Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
+ Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
+ Communicates with customers at all levels of technical and non-technical skills sets
**Skills & Qualifications:**
+ Associates degree preferred, or technical training
+ 1-2 years related experience
+ Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
+ Experience with multi-platform Windows O/S required
+ Experience using ITSM Ticketing tools (e.g., Service Now, Remedy) to manage and track incidents preferred
+ Active Directory and Exchange experience preferred
**Wage Range** **:**
The hourly rate for this position is between **$17.00 - $9.80** per hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.
**Benefits** :
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.
The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
**Expiration Date** **: 9/10/2025**
**Equal Employment Opportunity** **:** Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
**Wage Range** **:**
(HOURLY) The hourly rate for this position is between XX.XX - XX.XX per hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.
(SALARY) The annual starting salary for this position is between **XX,XXX - XX,XXX** annually. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.
(IF APPLICABLE) **Other Compensation** **:**
(IF INCENTIVE COMP) This position is also eligible for incentive compensation in accordance with the terms of the applicable Company plan.
(IF CORPORATE BONUS PLAN) This position is also eligible for an annual bonus, depending on individual performance and Company performance, in accordance with the terms of the Company's plan.
**Benefits** :
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.
The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
(FOR COLORADO AND REMOTE ROLES ONLY) **Expiration Date** **:**
This posting is anticipated to remain open until (60 DAYS FROM POSTING DATE).
**Equal Employment Opportunity** **:** Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.

**Overview**
**Job Title:** Senior Service Desk Agent
**Cayuse Company:** Cayuse Commercial Services
**Location:** Remote
**Pay Rate:** $23-$7 per hour
**The Work**
The Senior Service Desk Agent provides customer service solutions within service level agreements using 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**
+ Provides high-quality customer service to the client, for the efficient resolution of technology problems and requests.
+ Operates within established guidelines and procedures to independently deliver a full range of services to the customer.
+ Acts as the escalation point for client/customer calls to resolve difficult situations or issues.
+ Manage agents on duty and ensure contact volume are handled within Service Level Agreements.
+ Assist new employees with training through shadowing opportunities and explanation of work processes.
+ Act as a subject matter expert for supported products and processes.
+ Acts as the liaison between the Cayuse and Client management and assigned agents to ensure needs and requests are being communicated and met.
+ Review agent performance and provide feedback through guidance and counseling.
+ Provides complex and unique technical troubleshooting assistance, accurately assesses and records problems in the problem management tool.
+ Provides assistance and information to the customer in a prompt manner.
+ Provide day-to-day operational service and support for escalated matters.
+ Perform first-line troubleshooting for customers by taking ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions for escalated matters.
+ Mobile telephony and device support.
+ Video Conference Unit Troubleshooting.
+ IP Telephony setup and support.
+ Creation of end user accounts and setting permissions.
+ End user device management and support, including desktops, laptops, and PDAs.
+ Navigate using remote desktop tools to diagnose and troubleshoot desktop support related issues associated with Windows OS, Microsoft suite of applications, MacOS and Apple suite of applications.
+ Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments and websites, troubleshooting application functionality and integrations).
+ Provide aid and technical support for the resolution of problems, incidents, issues, and emergencies including major incident management escalation to ITOC and/or Major Incident Management Team.
+ Manages continuous improvement through ongoing collection of data and information regarding customer requirements.
+ Monitor and report on performance of IT systems and services.
+ Understand and respond to others' using active listening skills and tactful communication.
+ Communicate direction/resolution at an appropriate technical and business level for the audience using examples and analogies as appropriate to facilitate understanding.
+ Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.
+ Ensure customer satisfaction through follow-up and special efforts.
+ Resolve issues following the parameters and guidelines of the client.
+ Identify potential system problems and escalate to department contact for resolution.
+ Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions; solicits input from other team members; demonstrates respect for the ideas and opinions of others; employs trust and openness.
+ Assist new employees with training through shadowing opportunities and explanation of work process
+ Other duties as assigned.
**Qualifications**
**Qualifications - Here's What You Need**
+ High school diploma or GED required; experience preferred .
+ Service Desk or Customer Service experience.
+ Three (3) to five (5) years of experience in computer systems, customer support or IT support.
+ Experience with ServiceNow IT Service Management System.
+ Experience in a technology support organization.
+ Computer knowledge and experience to include: a foundation in Microsoft Office Suite and Mac IOS
+ 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:**
+ Strong ability to speak with clarity and articulation.
+ Customer service experience and strong focus on customer satisfaction.
+ Call center experience.
+ Strong communication skills; both verbal and written.
+ High degree of comprehension of the issues presented by customers.
+ High degree of problem solving Internal/External Relationships.
+ Apply discretion resulting in appropriate/desired resolutions.
+ Ability to analyze issues and determine root causes and identify appropriate solutions.
+ Ability to connect and build relationships with customers via virtual methods, phone, and email.
+ Ability to independently solve problems.
+ Effective listening skills including the cognitive ability to locate and convey requested information
+ The ability to successfully handle customer requests and documents in work management tools and applications.
+ Willingness to take initiative with attention to detail.
+ Proactive and flexible.
+ Must have a positive attitude.
+ Tolerance to deal with difficult customers and stressful situations.
+ Fluidity to work well in teams as well as independently.
+ Ability to take phone contacts and answer emails simultaneously.
+ Ability to navigate common user interface elements, including opening and closing windows, navigation of the file structures through volumes and folders, launch and quit applications, select portions of text or other items using the mouse, copy/cut and paste text, save and print documents.
+ Sound analytic and cognitive ability to troubleshoot technical problems.
+ Speaks with clarity, articulation, and is aware of own non-verbal communication.
+ Dependable and can be counted on; complete assignments on time and accurately; keeps team members abreast of problems and work progress.
+ Demonstrate ability to learn quickly and thrive in a high-energy team environment.
+ Must be able to work independently, as well as with a team.
+ Ability to function in a diverse work environment.
**Desired Qualifications:**
+ Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a related field.
+ Previous supervisor experience in a call center 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: Operations Manager**
**Working Conditions**
+ Professional remote office environment.
+ 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 23.00 - USD 27.00 /Hr.
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**Location** _US-_
**ID** _103308_
**Category** _Information Technology_
**Position Type** _Full-Time Hourly Non Exempt_
**Remote** _Yes_
**Clearance Required** _None_