Specialist III Solution Center

Schuylkill • Allentown, PA

10d • Onsite

About The Position

Responsible for providing technical assistance and support to end-users across the organization, ensuring smooth operation of systems and resolving hardware and software issues. Troubleshoots problems, manages support tickets, and collaborates with IS&T teams to implement solutions while adhering to cybersecurity and compliance policies. Maintains knowledge base documentation, prepares reports, and ensures technology resources are effectively utilized to enhance user experience and productivity. Serves as team lead for major incidents and assists management with workforce and quality analysis to improve service level metrics and team performance.

Requirements

• High School Diploma/GED
• 5 years related work experience

Nice To Haves

• Possesses strong knowledge of personal computer, mobile device, and network troubleshooting to resolve technical issues efficiently.
• Demonstrates the ability to work effectively in a team environment while remaining self-motivated and self-disciplined in completing tasks.
• Shows attention to detail with the capability to analyze and interpret data, identify problems, and develop effective solutions.
• Maintains the ability to manage multiple and changing priorities in a fast-paced environment while ensuring quality outcomes.

Responsibilities

• Provides support for software, hardware, security, network problems, and questions via multiple customer contact channels, documents all activity in service management system following standard procedures, and adheres to established guidelines for cybersecurity policies and procedures, customer service skills, documentation quality, and response speed.
• Serves as team lead and coordinator for major incident management and assists management with workforce and quality management analysis to improve service level metrics and team performance.
• Provides training and coaching to level 1 team members and serves as escalation point and liaison to IS&T teams for knowledge transfer and issue management and resolution.
• Coordinates with other IS&T team members to appropriately escalate and resolve issues as quickly as possible based on priority and severity.
• Documents resolutions and contribute to knowledge base system to address commonly reported problems, questions, and known troubleshooting and resolution steps.
• Participates in continual improvement efforts aimed at improving IS&T and service desk systems and workflows to enhance operational efficiency.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED