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Keystone Business Alliance

Central PA's LGBT Chamber of Commerce

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Help Desk Technician

Thursday, August 03, 2023 7:37 AM | Anonymous

Job Summary:   This position provides exceptional phone and email support to our customers experiencing software or hardware related issues. Responsibilities include monitoring production systems, research and documentation of identified issues, and professionally written/verbal communication with customers (internal and external).  Support of end-users, desktop systems, mobile devices, and related servers including first level support and documentation of system issues in SysAid.  

 Essential Duties and Responsibilities 

  • Provide technical support to end-users experiencing usage or performance based issues

  • Monitor email and phone communication to promptly and properly prioritize reported issues with hardware, software, networking, and other computer-related technologies.

  • Ability to work with various end-user devices including PC, thin-client, virtual desktops and related support systems.  Prior Citrix or VMWare Desktop experience a plus.

  • Hands-on skill set with Desktops and peripherals including scanners, printers, and similar devices.

  • Handle problem recognition, research, isolation, resolution and follow-up for issues that arise. Properly document and escalate more complex problems to supervisor or technical staff.

  • Log and track calls and maintain history records and related problem documentation.

  • Attention to detail in communications and monitoring requirements for production systems.

  • Collaborate with various support teams to insure proper issue resolution and customer service.

  • Knowledge of Windows OS, MS Office, Industry standard 3rd party software, and system updates.

  • Desire to continue learning new technologies and working towards industry certifications.

  • Ability to independently manage your time and handle multiple tasks.

  • Support of PCI compliance requirements as they intersect with this position.

  • Other duties may be assigned

 Education:  Associates Degree in Computer Science or related discipline and 1 year of experience or 3+ years of current related IT experience.

 Experience:  Typically requires a minimum of 1 year of help desk support, desktop support, or equivalent.


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    704 Lounge, 704 N 3rd Street, Harrisburg, PA 17102

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Keystone Business Alliance
PO Box 135
Harrisburg, PA 17108-0135

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