OA/ETSO - Product Specialist 3 - A2Zxperts

Our client is looking for a Service Desk Level 1

Title : Service Desk Level 1
Location : Harrisburg, PA
Type : Contract, Onsite

Role
• Answer inbound phone calls concerning network issues from employees, and LEC/Last User Contract, LUC, vendors.
• Creates and escalates Service Now trouble tickets to Engineers, tier two staff, and/or third-party service providers to ensure the quick resolution of IT/Network issues.
• Works with Engineers, client's staff and contracted personnel, and/or third-party providers as needed.
• Research and updates reference publications and diagnostic aids to seek information necessary to resolve end-user issues as needed.
• Follows IT Service Desk and Network Operator Knowledgebase procedures and makes recommendations when improvements are needed.
• Utilize network management tools, such as Solar Winds, to monitor remote sites network and hardware.
• Responds to outages and system failures using established escalation processes.
• Provide first-line investigation and diagnosis of network incidents, logging all details and prioritization of incidents.
• Escalate afterhours incidents to afterhours staff for resolution.
• Promptly assign unresolved incidents to higher Tier support or LUC providers to coordinate restoration of service and obtain the necessary information for recording/tracking the outage or degradation of service.
• Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.
Participates in disaster recovery.

Required Skills:

• Ability to be clearly understood and has excellent phone etiquette.
• Ability to support end-users with varying IT skillsets.
• Ability to follow directions, especially when using established operation and knowledgebase documentation, and Commonwealth standard operating procedures.
• Ability to troubleshoot end-user issues and/or escalate as needed to ensure quick resolution.
• Experience with incident management, call tracking, and ticketing software.
• Preferred 2+ years previous systems administrator, help desk, and/or call center experience.

Feel free to reach Anita at ad@a2zxperts.com