Help Desk

This position will provide IT phone and email support for the Conservation & Environment Delivery Center (CEDC) including Commonwealth employees in 3 agencies and 2 boards, and the public using CEDC websites. Training will occur in a CEDC or OA facility in Harrisburg. After training, this will be a teleworking (work from home) position but may change in the future. The candidate will be expected to have a dedicated workspace available for a Commonwealth provided computer and a stable internet connection. Key Responsibilities: · Provides technical assistance, support, and advice to end users for hardware, software, and systems. · Ensure quality standards and SLAs are followed. * Serves as a contact for level 1 support for users having problems using computer software, hardware, and operating systems, and escalates as necessary. * Coordinates with co-workers to research problems and find solutions. * Coordinates with user to participate in diagnostic procedures or by listening to and following instructions. * Track every call or email in the IT ticketing system, currently ServiceNow. * Monitor call center software for incoming calls and answer promptly. * Suggest update to the user-training manuals, KB’s, and procedures. * equired Experience * to 3 years of help desk experience * referred Qualifications * xperience at a similar service desk environmnet * xperience with ServiceNow or similar ticketing system