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Technical Support Analyst in Harrisburg at KEPRO

Date Posted: 8/26/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Harrisburg
  • Job Type:
  • Experience:
    2 to 5 years
  • Date Posted:
    8/26/2018

Job Description

Summary Description:

Provide customer support over the phone, via e-mail, and in-person for Service Desk incidents as defined in Service Level Agreement(s) (SLA). Serves as Team lead to both 1st and 2nd level Service Desk Staff. Participates in technical projects and implementations as needed, and assists in administrative supervisory roles when required.

Accountabilities:

  • Provide technical support for internal and external customers based on established ITS procedures defined in Service Level Agreement (SLA).
  • Documents all Service Desk incidents in corporate Service Desk software.
  • Provide superior customer service and support in relation to assigned incidents. Communicates status of open incidents and follows up with customer to resolution. Serves as Team Lead to both 1st and 2nd level Service Desk staff as appropriate.
  • Resolves or escalates Service Desk tickets in line with company Service Level Agreement(s) (SLA). 
  • Assist the Service Desk Supervisor with training of 1st and 2nd level Service Desk personnel.
  • Responsible for daily processes in relation to specific contracts and/ or specific offices.
  • Serves primarily as Team Lead and 2nd level support, but provides 1st level support as appropriate.
  • Assist in administrative supervisory roles and participates in Technical Projects and implementations as needed.
  • Responsible for advanced processes and/ or technical procedures as defined by the Service Desk Supervisor.
  • Participates in other Service Desk related tasks or assignments as defined by the Service Desk Supervisor.
  • Serves as acting backup to the Service Desk Supervisor as needed.
The list of accountabilities is not intended to be all-inclusive and may be expended to include other duties that management may deem necessary from time to time.

Qualifications

  • High School Diploma or Equivalent.  MCP, A+, Network+ or other technical certification strongly preferred.
  • Extensive working knowledge of PC and software packages.
  • Some Network Administration or Technical Project Management experience helpful.
  • Ability to interact with internal/external customers in a consulting/training capacity.
  • Proficiency with Microsoft applications.
  • Experience providing and resolving computer issues in remote locations.
  • Strong analytic skills
  • Minimum 2 to 5 years hands on experience working in a Service or Help Desk environment with extensive PC hardware and software experience.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations will be made as required by law in attempt to enable an individual with a disability to perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time; key and/or control objects; interact extensively with internal and external customers; occasionally lift and/or move objects weighing up to 40 pounds; and occasional travel within the state.

EOE AA M/F/Vet/Disability

KEPRO is an E-Verify employer. E-Verify is an internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States.