Desktop Support

ATC offers a 100% onsite Desktop Support role in Harrisburg, PA, with occasional Friday telework, focused on phone-based end-user support, password resets, and application assistance for PennDOT users. This Tier 1 Help Desk position emphasizes teamwork, adherence to quality standards, and strong customer service as you resolve hardware, software, and system questions.

Responsibilities

• Provide technical assistance, support, and guidance to end users for hardware, software, and systems via phone.
• Investigate and resolve software and hardware problems for users.
• Answer questions using knowledge of computer software, hardware, systems, and procedures.
• Collaborate with both technical and non-technical colleagues to research issues and identify solutions.
• Guide users through diagnostic steps over the phone, using diagnostic software or by following instructions.
• Create and escalate Remedy tickets to Tier 2 Service Desk staff and/or third-party providers as needed to ensure resolution.
• Adhere to quality standards and demonstrate strong customer service skills.
• Work effectively in a team environment and complete assigned tasks.
• Maintain excellent written and verbal communication.
• Reset or restore mainframe, LAN, and user IDs and passwords through RACF or Active Directory.
• Diagnose and coordinate repair work by dispatching and tracking service providers as required.
• Research and update reference publications and diagnostic aids to resolve end-user issues.

Requirements

• Experience using call tracking and ticketing software.
• Detail-oriented and resourceful, able to use provided documentation.
• Ability to support users with limited knowledge of computers, software, hardware, and systems.
• Above-average communication skills and telephone manner.
• Strong organizational skills.
• Basic administration of Active Directory user and security groups.
• Solid knowledge of Microsoft operating systems with emphasis on Windows 7 and Office 365.
• Experience troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation).
• Self-motivated professional who delivers excellent customer service.
• Minimum 1 year of IT service desk and/or call center experience required.

Technologies

• Remedy
• RACF
• Active Directory
• Windows 7
• Office 365