Help Desk Level 1

The Help Desk Analyst is responsible for being the first point of contact for requests of IT support at the company. They are responsible for providing Level 1 Help Desk support for requests via e-mail, in-person walk-ups, and over the phone as a member of the Desktop Support Team. They are also expected to be able to support and troubleshoot end user devices, including workstations, laptops, and cell phones. In addition, they are expected to be able to follow, update, and write documentation for common processes and procedures used by the Desktop Support Team. They will interact with team members in the department from different levels to provide support on Work Orders and projects.
Roles & Responsibilities

• Monitor the incoming IT support queues to triage, distribute, and troubleshoot as appropriate for incoming work orders.
• Being the first point of contact for end users:Walk-ups in the department

Answering phone calls
Replying to e-mails

• Obtain and/or maintain Dell TechDirect certification to interface with Dell, Inc. directly for support and repairs.
• Engage, communicate, and timely update Work Orders with end users.
• Deploy, troubleshoot, and maintain end user devices and software: Workstations, Laptops, and Cell Phones.
• Use, update, and write documentation for Standard Operating Procedures (SOP).
• Support and own Work Orders to completion independently and with other team members.
• Support and own projects to completion independently and with other team members.
• Special Project Support: Tradeshows, Boardroom, StoryTime, and others as needed.

Skills and Abilities

• Communicates effectively with staff by conducting regular meetings to discuss initiatives and current events
• Explains and clarifies policy to affected parties
• Provides status updates to management team during department meetings
• Shares skills and abilities within work group to facilitate completion of challenging tasks
• Participates on teams to identify and address agency concerns
• Informs team members of issues requiring resolution and considers input
• Researches information technology systems to meet specific program needs
• Adapts processes to keep pace with new technological developments
• Develops guides and user manuals for customers
• Streamlines procedures based on customer feedback

Demands
Education & Experience

• Bachelor’s degree in Information Technology an accredited college/university is preferred
• Minimum of three (3) years of experience within information technology.
• Industry certification on hardware and software is preferred

Work Authorization/Security Clearance

• Ability to obtain and maintain a United States (US) Department of Defense (DoD), Federal Bureau of Investigation (FBI) or Department of Homeland Security (DHS) Security Clearance.

Job Type: Contract

Pay: $25.00 - $28.00 per hour

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Exton, PA: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you local to the Exton, PA area?
• Are you a US citizen?

Experience:

• Help desk / Service desk: 3 years (Required)

Work Location: In person

Salary : $25 - $28