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Service Desk - Tier II Specialist in Philadelphia, PA at Resources For Human Development, Inc.

Date Posted: 12/5/2018

Job Snapshot

Job Description

Position Summary
The Technology Service Desk - Tier II Specialist has in-depth technical support knowledge.  The Tier II Specialist provides technical support including maintenance, upgrades and participates in projects.   Customer service is an integral part of this role.
This role is for an experienced and knowledgeable technician who is able to assess issues and provide solutions that cannot be resolved by Tier I. This is a support person that will utilize deep knowledge of the products and services supported by RHD but not an engineer or developer.
Essential Duties and Functions
  • Understand customer support, and work to ensure customer satisfaction
  • Address and resolve basic complex incident tickets and requests including but not limited to:
    • Solve technical desktop configuration problems that cannot be handled by Tier I
    • Diagnose significant software issues and problems involving complex technical issues
    • Desktop/Laptop Troubleshooting
    • Imaging and Deploying Equipment
    • Proactively look for solutions to problems and propose improvements
    • Application support where appropriate
  • Document Service requests and track in appropriate software
  • Professionally handle incoming requests and ensure issues are resolved promptly and completely
  • Monitor assigned queues and respond in a timely fashion meeting or exceeding SLAs
  • Provide excellent customer service to RHD's central office users and remote programs.
    • Maintain constant communication with customers and team members as ticket resolution is worked towards
  • Research, develop and write out technical solutions for issues
    • Work with Service Desk Manager on creation of Knowledge Base articles
    • Document all support requests and maintain good documentation both on root cause and implemented solution to reduce time to resolution for similar requests
  • Escalate issues to Tier 3, Infrastructure, Security, Applications, EHR, and other team as appropriate ensuring proper research and documentation is completed prior to escalation
  • Participate on project teams and work on tasks as assigned
  • Build Strong Relationships within Service Desk team, BTS Organization, and RHD as a whole
  • Follow departmental policies and procedures for documenting mileage, servicing tickets and requests, installations, configurations, deployments, passwords and others as provided.
Minimum Qualifications
  • Associate's Degree in Computer Science or Related field and 3 years is Desktop Support Role
  • OR equivalent combination of education and experience
  • A+ certification preferred
  • Advanced Knowledge of Microsoft Office configuration and troubleshooting
  • Basic Network Knowledge and Experience
  • Experience Supporting Video Conferencing
  • Network Printer Setup and Troubleshooting
  • Ability to work effectively within a team and independently
  • Ability to travel to the program sites if required.
  • Exceptional customer service skills
  • Excellent verbal and written communication
  • Ability to take rotational on-call responsibilities that may include nights, weekends and holidays.
Resources for Human Development is a comprehensive human services organization based in Philadelphia. Its mission is to empower the most vulnerable and marginalized members of society as they build the highest level of independence possible. RHD oversees and supports more than 160 locally managed programs in 14 states. These innovative and effective programs specialize in helping people who have mental illnesses or developmental disabilities, homeless individuals and families, people rejoining society after incarceration, and people with histories of substance abuse so that they may all build better lives for themselves, their families and their communities. At RHD there are no divisive walls, no cubicles and no private offices. Our experience has shown that in a relaxed, casual atmosphere where employees have the chance to deal openly and directly with each other, the work environment is significantly better, communications are clearer, and attitudes remain positive. 

Resources for Human Development is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, gender identity, sexual orientation, national origin, genetic information, veteran, or disability status.