IT Service Help Desk Support Various Shifts

  • Location
    Johnstown, Pennsylvania
  • Job type
  • Category
    Information Technology - Help Desk / Technical Support

6 Months Contract to Permanent Position! Adecco is assisting a local Client in their search for Tier 1 IT Support Desk Professionals (various shifts) to work in Johnstown, PA. This position is for Adecco’s client who is a Humanitarian Organization that provides Emergency Assistance and Disaster Relief in the United States every day in a 24/7 environment. It is a great opportunity with a well-established company and offers a competitive W-2 compensation and benefits package.

Job Location: Johnstown, PA
Remote Option: No – Onsite Only
Education Requirement: High School Diploma
Length of W-2 position: 6+ Months Contract to Permanent based on Performance
Experience Level: 1-3+ years of experience in a similar role
Pay Rate: $18.00 / Hour W-2 with Candidate benefits package available
Position Type: W-2 Only no Corp-Corp or third party supported or accepted at this time

Job Summary

Tier 1 Support Hours for This Job has Various Shift Times and Various Shift Days Available:
Some Shifts will include weekends
24/7 environment supported.
Work Days: 5 days a week with 2 days off (days off may or may not vary depending on the shift you are chosen for)

** Company Specific Training will be - training classes will be held for those candidates chosen for the job **

The IT Service Desk provides 24x7 Tier 1 support to Biomedical, Chapter, Services to the Armed Forces,
International Services, National Headquarters and Corporate customers throughout the United States.
The IT Service Desk’s (ITSD) mission is to provide accurate and timely information to requests from the users
of all IT systems and business processes, resolving whenever possible at the first tier level, and escalating appropriately when necessary.
The ITSD Specialist applies understanding and knowledge of information systems products and services to assist internal and external users of Client Systems and applications on complex matters.
ITSD Specialists resolve somewhat less complex problems initially, escalating more complex problems to more senior level specialists or leadership of the IT Service Desk.

Major Responsibilities

Fields and resolves telephone calls, chat and online portal questions from users seeking guidance
Provides Tier 1 technical support to assist users questions/issues including those regarding hardware,
software, access management, process and procedure, and telecomm
Receives, documents and tracks user questions and/or issues in an ITSM solution
Assures timely response to questions and concerns
Adheres to all support processes, procedures, and expectations established by management to meet the highest
level of customer care
Meets all Goals and Objectives as identified such as Login Time, Available Time, Idle Time, First Contact
Resolution, and Case Quality
Meets all Service Level Targets
Provides input to senior team members in regards to team knowledgebase requirements
Proactively provides guidance and solutions to active applications, processes and systems
Works routine cases with ease and takes on moderately complex cases with the aid of a team member, if required

Required Education and Experience:

High School Diploma, Bachelors preferred.
1 to 3 years of related experience, or its equivalent.
Computer Certifications are a PLUS!
Computer/Technology Intermediate level knowledge of Microsoft Office Suite applications, specifically, MS
Office Word, Excel, PowerPoint and Outlook is required.
SharePoint, Project, Access is a plus
Knowledge of desktop Operating Systems W2K, XP, 7, 8. Mac OS X a plus.
Knowledge of PC Hardware and Function; VPN; Active Directory;
Remote Desktop Management; Smartphones.
Ability to follow outlined processes and procedures
Ability to speak and communicate effectively and in an articulate and diplomatic manner across all levels of
the organization
Identify data patterns that do not adhere to Policy or Procedure standards or requirements and escalate for
Ability to follow verbal and written instructions
Ability to recognize errors and correct to meet organizational standards
Ability to troubleshoot problems and work with other groups to find solutions
Ability to work independently with little supervision

IF you have any questions regaring the position or process, please contact the recruiter, or PH: 631-844-7037.

Adecco Group offers Consultant benefits including Holiday, 401(k), Insurance Benefit Plans. Adecco Group is an Equal Opportunity Employer. All applicants required pass a Criminal Background and Drug screen prior to employment. Equal Opportunity Employer Minorities/Women/Veterans/Disabled

The Adecco Group is a global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions.

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Reference number US_EN_2_022862_400287