Global Data Consultants is currently recruiting for Desktop Support Technicians to join our networking team in the Gettysburg, PA area. They will be required ...
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Help Desk Technician - 24/7 Chambersburg
Job Number:
26161794
Company Name:
CSC
Job Location:
CHAMBERSBURG, PA US
Job Category:
Information Technology
Help Desk Technician - 24/7 Chambersburg
Title: Help Desk Technician - 24/7 Chambersburg Location: PA: PENNSYLVANIA-CHAMBERSBURG Help Desk Technician in a 24/7 operation. Shift work required. U.S. Citizenship is a requirement in order to obtain and maintain a security clearance.
Essential Job Functions
* Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met.
* Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate.
* Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
* Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
* Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.
* Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.
* May provide leadership and work guidance to less experienced personnel.
Basic Qualifications
* High school diploma or G.E.D.
* Two or more years of technical training
* Four or more years of technical or customer support experience
* Experience working with company products and operating systems
* Experience with solving computer-related problems
* Experience working with company escalation policy
Other Qualifications
* Interpersonal skills for interacting with team members and clients
* Communications skills
* Organization skills to balance and prioritize work
* Analytical and problem solving skills
* Leadership skills to mentor and provide guidance to less experienced personnel
