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IT Specialist
Ref No.: 17-09652
Location: Pittsburgh, Pennsylvania
Position Type:Contract
Start Date: 07/07/2017
IT Specialist- Pittsburgh, PA

Title: IT Specialist
Location: Pittsburgh, PA
Type: Contract
Length: 6+ Months


Job Description

Provides dedicated Information Center support
Enters and logs customer issues, problems or requests.
Attempts to resolve problems or escalate them as appropriate.
Monitors automatically generated requests from customers.

Acknowledges, responds and resolves issues within defined targets.
Responsible for specific metrics for Automated Call Distribution and Ticketing System.
Works with Information Technology Operations Manager for problem escalation and direction.

Essential Duties and Responsibilities:
  • Must be able to provide telephone support to customers on scheduled shift(s).
  • Required to be logged in to the Automated Call Distribution and Ticketing System in an active state for the majority of their shift.
  • Ensures all calls are accepted using either a handset or headset. Speakerphones are not permitted in the Information Center areas for the purposes of support.
  • Responds to customer voice mails and enter corresponding tickets with a high level of detail.
  • Meets Incident Ticket Service Level Agreements at a ninety (90) percent success rate.
  • Generates personal daily open call report(s) and has this available at all times for review.
  • Responds to all open tickets daily in accordance with Information Center Policies regarding follow up and callbacks.
  • Accounts for active project tasks or customer items in Numara Footprints System.
  • Closes all tickets within target Service Level Agreement.
  • Acknowledges all personal and automatic assignments within fifteen (15) minutes of receipt.
  • Ensures all open ticket(s) carrying over to the next business day have a journal entry indicating actions taken and reasons for remaining open.
  • Provides project support or seeks additional work from Information Technology Operations Manager, as needed.
  • All other duties as assigned.
Required Qualifications:
  • Knowledge of Microsoft Office.
  • Education/Training Requirements (licenses, programs, or certificates):
  • Basic understanding of document management systems and Intranet/email strategies
  • Demonstrated problem-solving skills.
  • Effective communicator with analytical acumen to successfully troubleshoot computer systems and provide adequate assistance to users.
  • Bachelor Degree, preferred

Experience:
  • One (1) to three (3) years systems related experience, preferred

Knowledge and Skills:
Thorough knowledge of Client Personal Computer based computer applications and software systems architecture with emphasis on Windows 7, Windows 10 and Office 2010.