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Help Desk Specialist
Ref No.: 18-07793
Location: King of Prussia, Pennsylvania
Job Description:
As a member of the Client Enterprise Support Services team, the HelpDesk Support Specialist's primary responsibility is to provide L1, L2 support for the user community located in the Corporate Offices, based out of King of Prussia, PA. This consists of both remote support and desk-side support, leveraging all of the tools available and collaborating as part of a team to provide the best level of service possible for the End Users. He/she is responsible for resolving HelpDesk issues of moderate to high level of complexity, including those escalated from other team members, and for escalating issues which he/she cannot resolve to their Supervisor.

The HelpDesk Support Specialist is responsible for assuming ownership of issues and ensuring the effective tracking of issues from initial report to final resolution - regardless of the cause, systems affected, or internal escalation functions. Because this role spans a broad range of issues from software applications, mobile and wireless, VPN connectivity, telephony and web applications, the HelpDesk Support Specialist must demonstrate an aptitude for staying abreast of technologies, policies and processes in use within the organization. The individual in this position consistently demonstrates quality customer service and professionalism and is familiar with the field's concepts, practices, and procedures and can rely on their experience and judgment to plan and accomplish tasks.

Required Qualifications:
- Experience with supporting Dell Laptops and Desktops, Apple Mac Hardware, and Client Printers in a Corporate environment
- Strong MS Office support skills working with Office 365
- Experience with Active Directory
- Knowledge and experience with supporting mobile devices, including iPhone
- Knowledge and experience supporting Cisco VPN connectivity
- Knowledge and experience with supporting Cisco VOIP Telephony
- Knowledge and experience with Audio, Web, and Video Conferencing
- Strong written and oral communications skills
- Ability to prioritize effectively and to perform proactively
- Ability to understand and work in compliance with documented procedures
- Ability to lift 40lbs.
- Ability to work extra hours, if needed.

Desirable Requirements:
- 3+ Years in IT-related environment
- Strong desire to be an integral part of a high-paced team
- Ability to work well with others and take direction from supervisor
- Strong work ethic and flexibility