Softworld Desktop Support Specialist in Fort Washington, Pennsylvania
Desktop Support Specialist
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September 28, 2016
Fort Washington, PA
We are seeking a Desktop Support Specialist to join our client's Enterprise Technology team to be responsible for maintaining, analyzing, and troubleshooting computer systems. The Desktop Support Specialist will troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.
Job Functions: • Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications. • Assist all our users with any logged IT related incident when called upon. • Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary. • Accurately record, update and document requests using the IT ticketing system (ServiceNow). • Provide Technical and IMAC (Install/Move/Add/Change) support for Computer Hardware, Software, Printers, Mobile Devices, and Telecommunications hardware. • Deploy and resolve incidents with printers, copiers and scanners. • Maintain excellent customer service for all users while adhering to OLAs. • Continuously improving knowledgebase for incident resolution and user self-service, and work with Service Desk team to help them take on additional first-call resolution opportunities. • Maintain inventory of IT assets and have machines staged to deploy on short notice.
Qualifications • ITIL certification preferred • A+ certification preferred but not required • Minimum 3 years of Helpdesk / Desktop technical experience in a service environment with more than 2,000 customers in multiple locations. • Ability to work under pressure and within strict time constraints while working in a changing environment with continually changing direction and requirements • Ability to communicate technical issues to business leaders as well as to communicate contact drivers to engineers (written and verbally)