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IT Services Technician – Level 1
Location:Wayne, PA
Team:Information Technology Services
Job Type:Information Technology
FT/PT Status:Full Time
Job Description
This entry-level position would be primarily responsible for answering and responding to support emails and calls from customers as well as community members.
Level 1 Phone Support: This position would be able to resolve first level requests (40% of total), including Microsoft Office and Windows 10 troubleshooting as well as other basic hardware operations. This role would respond to requests for technical assistance through the USLI Intranet, or via phone from the USLI internal community members and external customers. Diagnose and resolve basic technical hardware and software issues that can be resolved quickly over the phone. Advise users on appropriate actions to resolve issues quickly. Log all requests into the IT Service Request System. Redirect issues/questions/problems to appropriate resource. Identify and escalate situations requiring urgent attention.
Customer Data Administration: Respond to and answer customer questions and requests through phone and email support. Troubleshoot issues, provide appropriate solutions or redirect to the appropriate team. Enter customer and community member data into database system using tools provided. Update and maintain customer and community information as requests are received.
Work Hours: Must be prepared to respond to requests from 9:00 a.m. – 5:00 p.m. Other hours as needed.