Job Title: Service Desk
Location : Harrisburg, Pennsylvania (Onsite Day 1 st )
Duration: 6+ months
Job Description:
- Track and monitor ServiceNow Queue Tickets, and helpdesk phone queue.
- Troubleshoot, find the root cause of incidents, and provide the exact solution in a short time.
- Gather and evaluate user feedback and adjust procedures as necessary.
- Communicate with users to understand their needs and experiences.
- Provide support insights and documentation to feed knowledge base, and remain responsive to escalation of complex problems for research, analysis, resolution, and on-call support.
- Identify, isolate, regress, and communicate issues and flaws with detailed steps to reproduce
- Participate in weekly IT team meetings and IT Helpdesk team meetings.
- Work closely with colleagues to constantly innovate customer support.
- Collaborate with other LOBs, including Data and Technology Services partners, to ensure support quality.
- Understand business, functional and technical aspects for applications in assigned portfolio.
- When requested train new IT Helpdesk new hires to perform on daily tasks.
- Monitor, support, and coach team members to maintain excellent Customer support performance.
- Be able to troubleshoot/resolve Active directory requests, Citrix and VDI incidents between Truist/BBT and Crump virtual environment, Hardware support, and Windows OS support, basic Cisco Unify telephony support (local and MRA IP Phones)
- Update, optimize and maintain workstations remotely by using Dameware, MS Endpoint Manager, Remote Desktop, and Citrix shadowing.
- Maintain, troubleshoot and resolve Symantec PGP Encryption systems and Microsoft Bitlocker.
- Troubleshoot/resolve multisite VPN connections to keep users connected to the company network when working remotely.
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