Helpdesk Representative I

Title: Helpdesk Representative I

Location: PA Cranberry Township 16066

Description:

The Service Analyst job forms part of the Service Management track within the IT function. Members of this family provide support to endusers and provide proactive monitoring of PPGs computer system through ITIL methodology best practices of Incident Problem and Knowledge centered support. Start Date desired: 05/20/2024 (Can accommodate for after this date)

End Date: 4 months from the start date with intention to extend

Onsite/Remote: The job is currently in office on Tuesdays Wednesdays and Thursdays and remote work from home on Monday and Friday. We have 3 days of indoor training at the Cranberry location and then the contractor will work remote. This is subject to change at any time. Because of this applicants would need to be able/willing to come intothe Cranberry office if regulations changed. At this time we do not have a date that analysts will be asked to work full time in the office.

Position Description

Individuals in this job position perform work at the intermediate level within this job family.

The IT Service Analyst I (ISAI) located in Cranberry Township PA provides support to end users and IT systems on a variety of issues. Identifies researches and resolves technical problems. Responds to telephone calls emails and personnel requests for technical support. Performs proactive monitoring of PPGs computer systems through appropriate tools. Documents tracks and monitors problems to ensure timely resolutions. Works directly with customers on resolving problems that typically take greater time and experience to resolve. Participates in various projects to monitor and improve responsiveness to customer. Plans and monitors goals. Incumbents are service matter experts and promote instructions from preestablished guidelines to resolve issues.

Minimum Required Qualifications

Bilingual language skills (French) required.

A 2year degree in Information Technology or related discipline

13 years technical support experience in a computerrelated area

Knowledge of commonly used concepts practices and procedures in the related field

Working knowledge of related ITIL standards or best practices

Intermediate knowledge of infrastructure support components

o Standard desktop tools & utilities

o Server operating systems tools & utilities

o IT networks and voice services

o IT security and Disaster recovery

o Process control and monitoring

o Call Center technologies

Preferred Skills

1 year of experience in our Global IT Service Desk function is highly preferred

Advanced troubleshooting skills

Successful completion of the IT Entry Logic and Problem Solving Test

Strong analytical abilities to quickly resolve technical problems evaluate alternative approaches and to recommend the most feasible and economical solutions

Strong analytical communication problem solving and organizational skills

Ability to work without close supervision while ensuring that tasks are done effectively and consistently

Strong verbal communication skills including the ability to document operations procedures

Ability to effectively work independently or in a team environment

Ability to effectively interact with a diverse user base

Availability to work rotating shifts and holidays

Ability to work in an office or retail store environment with sensitivity for safety and physical security

Success Factors: Focus on results drive change promote teamwork build trust & respect understand market & customer perspective plus the following:

Attend to Detail

Communicate and Share Information

Manage Complexity

Solve Problems

Take Responsibility

Shift:

MonFri 7:00am4:00pm 8:00am5:00pm 9:00am6:00pm Saturday 7:00am4:00pm. OT is available if approved for situations such as an analyst working through a lunch.

We do 40 hour weeks and rotating shift weeks so its either MF 74 MF 85 MF 96 or TS 74

everyone on the team eventually works each shift but you are assigned a shift for the week and its steady. its still only 40 hours as they would get a different day off during the week.

Best Regards

Shashikumar G

Technical Recruiter