Jr. Help Desk Technician - Chambersburg, Pa
Catapult Technology Ltd (Harrisburg, Pennsylvania)

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TItle: Jr. Help Desk Technician

Locaiton: Chambersburg, PA

The Help Desk serves as the initial point of contact providing quick and courteous IT support services for over 15,000 customer’s world wide with a customer contact volume of over 240,000 annually in a 24x7 environment. Focuses on industry best practices providing a consistent approach to IT Support Services through the constant application SOPs ensuring maximum efficiency for First Contact Resolution.

Responsibilities

• Respond to telephone calls, automated requests, email (Lotus Notes), and inbound other requests for technical support
• Log and track inquiries using CA Unicenter Service Desk incident management database and maintain historical records and related problem documentation
• Properly identify, research and resolve technical problems for customers by providing guidance regarding software and hardware problems
• Prioritize customer’s incidents, requests, and complaints to ensure that inquiries are resolved appropriately, and applies the escalation process when necessary
• Update the Team Leads, the Operations Manager, and the Task Manager with notification of outages, and report on-going issues through trend analysis
• Continuously review and enhance SOPs based upon experience and industry best practices
• Manage customer’s expectations throughout the life-cycle of their incident request, and or complaint
• Follow up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame
• React to high priority requests, and support and interface with VIP/executive level personnel
• Perform other duties as assigned by management

Qualifications

• 2 years of related Help Desk or technical support experience or a combination of college and work experience
• Proficiency in MS Operating Systems and the MS Office suite, Lotus Notes
• Strong organizational skills with the ability to manage priorities and workflow providing accurate documentation and accountability
• Ability to understand and follow written and oral instructions, with acute attention to detail
• Ability to work in a fast paced team environment
• Versatility, flexibility, and a willingness to work within constantly changing priorities
• Excellent written and verbal communication skills

Desired Qualifications
• BS in Computer Science or related field
• MSCE Certification
• CA Unicenter accreditation or certification
• Lotus Notes Certification
• HDI Certification
• A+ Certification

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.