IT Support

ServiceSource • Clearfield, PA

13d • Onsite

About The Position

Make an impact by joining ServiceSource, a champion for people with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and strengthen communities.

Requirements

• Bachelor’s degree or minimum two to three years’ IT experience required.
• Must be able to work on-site 40-hours per week.
• Knowledge of basic computer hardware, including installation and troubleshooting.
• Experience with desktop and server operating systems, including server 2008 and 2012
• Extensive application support experience with Microsoft Office 2010, 2013 and 2016.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Nice To Haves

• IT certifications preferred

Responsibilities

• Set up new desktops, laptops, tablets, and smartphones; troubleshoot, repair, and upgrade existing workstations; and resolve software and hardware problems.
• Perform system administration duties to include setup of user accounts; creation of shared folders, files, and printers; and setup of logon scripts and user profiles.
• Provide on-going support to computer users, both on-site and off-site, and respond to software/hardware questions, issues, and problems.
• Follow department policies and (Standard Operating Procedures) SOPs for procuring, setting up and disposing of all hardware and software and updating the asset management database.
• Assist with assigning tickets and management of the Service Desk.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Assist in software and hardware procurement, releases and rollouts and communication to the end users.
• Field incoming requests to the Service Desk via phone, e-mail, and in-person to ensure courteous, timely and effective resolution of end user issues.
• Responsible for troubleshooting PC hardware/software and printer problems.
• Responsible to follow all department policies and SOPs for procuring, setting up and disposing of all hardware and software
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Build rapport and elicit problem details from service desk customers.
• Prioritize and schedule problems.
• Escalate problem (when required) to the appropriately level
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and (Frequently Asked Questions) FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups to help requests.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Perform other responsibilities as assigned.

Benefits

• Health coverage for you and your family through Medical, Dental, and Vision plans.
• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.
• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.
• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.
• An Employee Assistance Program, Wellness Program, and Tuition Assistance.
• A generous paid time-off program in which the benefits increase based on your tenure with the company.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level