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Judge Group, Inc.: Help Desk Tier I

Judge Group, Inc.

This is a Full-time position in Newtown, PA posted December 23, 2021.

Location Newtown, PA Description Our client is currently seeking a Help Desk tier I OB DESCRIPTION Level 1 Engineer General Duties Greeting customers and assisting in creating and updating IT support tickets (Remedy) per defined service-level agreements Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, andor correcting the assignment of tickets as required Maintaining ownership of service tickets throughout the life span of the support request Assigning ticket severity by walking customers through a series of troubleshooting steps to determine the severity and nature of reported IT problems Updating and maintaining service work notes Establishing a high level of personal credibility and building strong relationships Consulting with immediate supervisor or higher-level IT specialists on possible solutions Coordinating with technicians to provide status updates to outstanding tickets Collaborating and following up with technicians to resolve requests, and provide status updates on outstanding support tickets Providing updates, status, and completion information to management Following-up with userscustomers to ensure resolution of issues, closing tickets only when the resolution to the issue as been reached, to the satisfaction of the usercustomer Answer inbound phone calls in adherence to the SCT Phone Etiquette and SLA Process available here.

Maintain ticket queue in accordance with SCT Ticket Response and SLA Process available here.

Keep good communication among the internal engineering team including Responding to internal telephone calls Email Slack Trouble Tickets General Description of Deliverables Perform password resets in real-time, as needed requested Troubleshoot application errors.

Follow proper escalation procedures for higher level issues Manage email accounts to devices Outlook, Mobile (tablets, phones, Android, Apple) Review daily operations checklist and provide reporting.

Open cases for items not resolved, including Backup Systems Environment Monitoring Systems Application Environments Windows Updates 3rd Party Products and Patching Preferred Education and Experience ITIL v3 Foundations (Preferred) COMPTIA related certifications relevant to service desk support (Preferred) Hands-on experience working with ticket systems Contact mailto?subjectHelp20Desk20tier20I20 This job and many more are available through The Judge Group.

Find us on the web at www.Judge.Com httpwww.Judge.Com