Help Desk Level II

Level 2 Helpdesk Support

Hybrid Position in Huntingdon Valley, PA

Why work here: Company truly values team members and the longevity of team members proves this! If you are looking for a new challenge where you can make a difference and be appreciated for it - look no further. Company promotes from within and values YOU!

Essential Functions and Duties:

• Serve as a frontline contact for end-users to troubleshoot/resolve technical incidents and handle service requests
• Resolve end-user inquiries through effective communication and anticipate potential future inquiries. Face to face is important in this role to be a true team player
• Provide world class customer service through first-call resolution
• Document every correspondence with end-users clearly and concisely
• Collaborate and communicate with other internal support teams and escalate issues to appropriate individual(s) as needed
• Log issues, report them to the IT Manager, and assist in creating solutions to said issues
• Deliver timely, accurate and actionable information to support teams as appropriate
• Respond and react to assigned helpdesk tickets in Ticketing System in a timely manner
• Address employees' inbound inquiries via phone, secure chat, walk up, and email regarding support requests and incidents
• Request and secure required documentation according to company procedures
• Improve upon/refine customer service knowledge and techniques through ongoing training
• Assist with computer buildouts and getting software assigned
• Complete tasks and projects as assigned, and be willing take on more responsibilities

Skills/Qualifications:

Must enjoy working with people and be genuinely helpful and empathetic

• Exhibit a professional demeanor with a strong work ethic/drive to do excellent work
• Strong ability to understand conversational cues and react accordingly
• Experience in analysis and problem-solving, and the ability to recognize patterns and extrapolate information
• Ability to follow standard procedures routinely to guarantee accuracy of work
• Ability to build positive working relationships with end users and your team - being an outgoing people person will go a long way in this role
• Ability to meet critical deadlines in dynamic, rapidly changing environment, and move between projects/duties quickly and efficiently
• Able to focus in an open environment and be productive both individually and on a team
• Experience in handling high volume transactions
• Ability to conduct research into desktop issues, standards, and products as required

Systems Knowledge:

• SolidWorks, AutoCAD, AliPro, HR Software, Measurement Software
• Troubleshooting Hardware and Software issues for End Users