Duties and Responsibilities
• Answer incoming phone calls, emails, and walk-ins from users to the Help Desk and assist with answering questions and troubleshooting issues with software, hardware, file management, mobile app configurations, printers, scanners, network connectivity, and custom management system.
• Escalate support requests to second-level support as needed.
• Send software packages using configuration Manager Console to user computers as requested
• Conduct network and Wi-Fi tests to determine if a device/computer appears on the network and if the district office that is connected to it is down. Direct users on the steps to reboot network equipment as directed by Networking
• Create user accounts, assign permissions, and assist with troubleshooting password resets and permissions.
• Provide user support and training for Windows Operating System and Microsoft 365 software for Word, Outlook, Excel, Publisher, PowerPoint, Teams, SharePoint, OneDrive, and OneNote, internal constituent management database and internal website
• Troubleshoot printer/scanner issues and assist users with printing of specialty-sized cards and paper.
• Assist in project deployment
• Assist in new product research and development
• Assist Helpdesk Administrative Assistant’s role if they are absent
Qualifications
• Associates Degree or 2-5 years professional experience in an IT support role
• Superior customer service skills
• Essential knowledge of the following systems: Active Directory, Windows, basic networking concepts, printers
• Knowledge of Microsoft Office 365 Word, Excel, Outlook, Teams, Sharepoint, OneDrive
• PC hardware and peripheral experience
• Apple Mac hardware and peripheral experience beneficial
• Good interpersonal skills including: face-to-face, verbal, electronic, and telephonic.
• Accuracy and attention to detail
• Excellent analytical and problem solving skills are essential.
• Ability to organize, multitask and adapt to changing business priorities
• Ability to work independently and as part of team to reach a mutually established goals.
SGC is a Certified Small Diverse Business for the Commonwealth of PA serving Harrisburg, Hershey, Mechanicsburg, Carlisle, Lancaster, Allentown, State College, York, Sunbury, Philadelphia & Baltimore.
