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Help Desk / Customer Care
Ref No.: 17-05751
Location: Hanover, Pennsylvania
Position Type:Direct Placement
Start Date: 05/17/2017

Title: Help Desk / Customer Care
Location: Hanover, PA
Type: Full-Time / Permanent
Start: ASAP

IT Help Desk/ Customer Care Supervisor
  • Customer service is the number one priority.
  • Promptly responds to or follows up on all email or telephone initiated service requests.
  • Create and maintain KPI (key performance indicators) and make improvements based on the data.
  • Conduct morning meetings to ensure critical issues are addressed same day.
  • Recommends and tests personal computing standards.
  • Maintains an accurate software/hardware inventory database.
  • Upgrades hardware or software when required or when deemed necessary.
  • Installs and maintains networked printers and peripheral equipment.
  • Diagnoses PC and iSeries issues and logically troubleshoots the issue to resolve it.
  • Tracks and monitors problems with Help Desk Ticketing System to ensure a timely resolution.
  • Assigns Service Requests within Help Desk Ticketing System to ensure prompt communication of ticket status and ticket ownership to the customer
  • Travels to remote locations for technical support as required.
  • Installs, configures and maintains organization's pc and operating systems.
  • Installs new software releases, system upgrades, evaluates and installs patches and resolves software related problems.
  • Maintains, analyzes, troubleshoots and repairs computer systems, hardware and computer peripherals for all departments.
  • Responsible for PC & printer supplies, and their functionality.
  • Maintains accuracy with toner procurement system.
  • Under the direction of the Director, Operations and Support Services investigates and pursues new technologies as they relate to the desktop and user environments.
  • Maintains and supports telecommunication equipment such as smart phones, cell phones, Blackberries and mobile computing devices such as MiFi's and Tablets.
  • Reports all server and network related technical issues to the Senior Network Engineer before taking action.
  • Reports all of the following issues to Senior Network Engineer before taking action:
  • Issues that require logging onto a Client Server.
  • Changes to Active Directory or Active Directory Structure.
  • Changes that involve scripts or batch files.
  • Modifications to Group Policy.
  • Changes to routing.
  • Changes to VLANs.
  • Changes to the configuration or physical location of Client network switches and routers.
The successful candidate for this position must possess a Bachelor's degree in a technical field, technical certification(s) or relevant combination of education and experience. 1-3 years of experience in a help desk or network support position is preferred as well as, experience with VMware, Windows Servers and Active Directory. This candidate must portray excellent oral and written communication skills, with a primary emphasis on providing superior customer service, satisfaction, and support to all end users.

If interested pelase send your resume to Nina at