Help Desk Coordinator - Blue Bell, PA at PMA Companies

Provide enterprise wide technical support to users needing first level support in the following areas: password resets/account unlocks, troubleshooting of Microsoft Office 2010, hardware and software troubleshooting, connectivity and performance issues, VPN support, and Android Smart phones support. Use technical skills to identify and resolve problems in the most efficient and timely manner. Assign complex and/or high priority problems to appropriate support groups for resolution when needed. The position requires experience in hardware, software, and network troubleshooting, and strong Customer service skills.

Responsibilities:

• Respond to requests for technical assistance via phone, via e-mail or in person
• Provide first level technical support and assistance and assign complex and/or high priority problems to the appropriate support groups for resolution
• Utilize with some assistance available monitoring tools to identify problem
• Diagnose and resolve technical hardware and software issues when possible and redirect issues to the correct resources when necessary
• Determines the most effective manner to resolve user's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues.
• Records required user and problem information in the HEAT Call Ticket System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution.
• Resolve 70% of all requests on at the first level.
• Follow standard Help Desk procedures
• Ensure resolutions are properly documented in HEAT First Level Support database
• Research questions using information resources
• Follow up with users to ensure issues has been resolved
• Identify and escalate situations requiring urgent attention
• Administer user account creation/changes/terminations
• Provides off-hours technical support, based on an on-call team rotation schedule
• Provides On Call After Hours support(rotation)
• Escalate Verizon MPLS issues when necessary
• Demonstrate commitment to Company's Code of Business Conduct and Ethics, and apply knowledge of compliance policies and procedures, standards and laws applicable to job responsibilities in the performance of work.

• Associate degree in IT or related field with A+ or related certifications and/or three years equivalent work experience
• In depth knowledge and experience supporting PC hardware for desktops and laptops, Active Directory, Network troubleshooting, Windows 7 and Windows 8.1 operating systems, and Microsoft Office 2010
• Knowledge and experience with Lotus Notes, FrontRange HEAT and Android Smart phones is a plus
• Knowledge and experience with VPN and Remote Access
• Ability to perform diagnostics, identify problems and provide resolutions in a timely manner
• Understanding of Network Topology and how different nodes in a network are connected to each other and how they communicate
• Effective oral and written communication skills. Must be able to clearly communicate technical guidance and instructions to users via telephone and email.