Desktop Support - Kforce Inc.
King of Prussia, PA 19406
About the Job
- Contacts received via phone call, email, voice mail, or self-service, and include system issues, questions, service requests, training
- Evaluate, prioritize, troubleshoot, analyze, research, and resolve Level 1 PC hardware/software, mobile device, and application incidents reported by clients; Answer client questions
- Assess issues for escalation to Level 2/3 support teams where indicated; Update Service Desk SharePoint knowledge database with technical support documentation
- Demonstrate technology and provide ad hoc training on IT and PC processes to clients; Direct clients to published documentation for sustainable knowledge transfer. Identify gaps and generate new/revised user documentation as needed
- Observe and escalate trends in reported issues; Identify requirement to communicate information and status on widespread issues to client base
- Rotating after-hours support: Service Desk is central point of contact for designated business-critical issues; Receive client call, analyze issue, then either resolve with client or transfer issue to responsible Level 2/3 support personnel as required
- Record all incidents in global ITSM platform ServiceNOW; Document all resolutions and detailed actions taken to resolve in ServiceNOW incidents or requests
- Fulfill termination requests in ServiceNOW
- Triage and escalate uncategorized incidents to proper Level2/3 support teams
- Process password resets for SAP, Windows, Domino, and other applications
Requirements:
- Bachelor's degree in Information Technology, Computer Science, Business, or related field, or progress towards this with related required work experience
- ITIL certification, CompTIA A+ and other relevant certifications are a plus
- 1+ years of experience in an IT help desk team environment and/or a minimum of demonstrated knowledge of workstation applications and tools
- 1+ years of experience/ skills in PC configurations, diagnostics/troubleshooting techniques
- Preferred software skills in Windows Operating systems, Microsoft Outlook, Microsoft Office, Microsoft SharePoint, Internet Explorer and Chrome browsers, iPhone, Microsoft Teams, and other standard personal productivity and collaborative applications
- Excellent technical and computer skills
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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