Tier II Help Desk - Erie Pennsylvania

Company: Provider Resources
Location: Erie, Pennsylvania
Posted On: 06/29/2024

Position Description: Tier II Help Desk

Under the supervision of the IT Support Manager, the Help Desk Support Specialist will provide support for internal and external business processes. The Help Desk Support Specialist will perform a variety of tasks and projects in accordance with PRI's Service Level Agreement (SLA) standards and protocols.

Responsibilities:

Understand and represent PRI--- 's mission, vision, and values to all internal and external customers
Engage clients in appropriate communication that manages client expectations and builds a collaborative relationship with the client
Provide first call resolution for internal and external users requiring assistance with issues and problems including any additional follow up that may be required
Interact with project team members in order to successfully fulfill contract obligations with the highest quality and in a timely manner meeting PRI--- 's ISO requirements
Instills integrity throughout the organization via active participation in ISO requirements including but not limited to timely submission of Corrective Action Plans for all matters in which either PRI--- 's standards and/or corporate contract standards have not been met. Communicating outcomes to team members to ensure a positive, open, environment which mitigates risk and achieves a culture of Continuous Quality Improvement
Adhere to PRI--- 's production standards
Adhere to PRI--- ' policies and procedures
Knowledge of computer hardware and software including Microsoft Windows and Linux Operating systems current versions
Experience supporting MS Office Suite
Experience working with Active Directory
Monitor ManageEngine for tickets assigned to user queue and process based on assigned priority
Assist with on-boarding of new users
Advanced troubleshooting and multi-tasking skills
Install, test and configure new workstations, peripheral equipment and software
Excellent verbal and written communication skills
Work collaboratively with internal and external groups in a team environment to improve overall customer service and support
Work with software and hardware vendors to efficiently identify and resolve user issues
Respond to user's requests for information and assists in problem resolution
Escalate problems that can't be resolved at first level to next level technician within predetermined service level agreement
Assist systems and programming personnel as requested
Initiate corrective action or carries out instructions to resolve system problems
Strive to learn the job functions of the position's immediate superior as well as peer level positions with whom the individual interacts
Fulfill departmental requirements in terms of providing administrative notification during periods of illness, vacation, or education
The position includes some evening, weekend and on-call work as required
Track, prioritize, and immediately document all issues with resolution using an IT support request system. Maintain IT tracking and status reports
Track, report and communicate status during problem resolution. Follow up on open IT issues to drive on-time closure. Ensures on time delivery
Facilitate and assist with projects within the Division as required
Assist with the maintenance of user accounts as required
Interact with PRI staff in a professional and accountable manner
Participation in team meetings as required
Provide assistance as needed to team members; technical assistance or other support
Perform system installation, backup, maintenance and problem solving
Assist in providing hardware and software support
Responsible for supporting, configuring, maintaining, and upgrading the corporate network.
Perform other duties as assigned

Requirements:

Associate Degree and two years of experience in IT hel desk support/problem solving
Proficient in Office, Excel, Visio, Power Point, MS Project, etc.
Working knowledge of fundamental operations of relevant software, hardware and other equipment
Highly flexible and adaptable
Excellent verbal and written communication skills
Ability to react to high priority problem calls, and interface with a variety of users
Effective customer service, problem-solving and organizational skills
Ability to multi-task and adapt to changing priorities
Ability to work independently and as a team member
508 Compliance preferred
Demonstration of adherence to deadlines
Reliable, honest, and trustworthy; Integrity is required
Excellent verbal and written communication skills
Good organizational skills and able to pay attention to detail
Willing to take on additional tasks as required and learn new skills
Willingness and ability to undertake training needed in order to fulfill the changing requirements of the job
Ability to take direction
Ability to be discrete and maintain high levels of confidentiality
Ability to interface with all levels of management and staff personnel. Must have no conflict of interest (COI) as defined in 1154(b)(1) of the Social Security Act (SSA)
Ability to obtain and maintain U.S. Government Security Clearance

Preference will be given to those individuals where their primary residency is located in HUBZone areas (http://map.sba.gov/hubzone/maps/)

FLSA Status: Exempt

The PRI Team Member Compensation Plan is applicable to this position.

PRI is an equal employment opportunity employer. All qualified applicants including Disability/Vets or other qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Qualified candidates may apply by clicking, "Apply Now". Next, submit your resume. You may complete a cover letter on the following screen. * You must contact the employer via one of the methods listed on the screen after clicking "Apply for this job". * Please be sure to identify PA CareerLink as your referral source. More...

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