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IT Services Technician – Level 2
Location:Wayne, PA
Team:Information Technology Services
Job Type:Information Technology
FT/PT Status:Full Time
Job Description
This position would be the primary point of contact for all service requests created via the USLI Intranet or submitted over the phone between the hours of 9:00am and 5:00pm.   This candidate must be able to work independently, without onsite supervision.  This position would be able to resolve 1st and 2nd level requests with ability to learn and take on 3rd level requests and projects in the future.   
This role would:  
Respond to requests for technical assistance through the USLI Intranet, or via phone from the USLI Community and Customers.  
Diagnose and resolve basic technical hardware and software issues that can be resolved quickly over the phone and deskside.  
Advise users on appropriate actions to resolve issues quickly.  Log all requests into the IT Service Request System.  
Redirect problems to appropriate resource.  Identify and escalate situations requiring urgent attention.  
Ability to communicate effectively, both written and verbal.  
Demonstrate superior customer service skills.  
Office 365, Microsoft Teams, Active Directory, Exchange Management Console, Windows 10, WSUS Management, Microsoft Office, Internet Explorer/Chrome/Firefox troubleshooting, Acrobat, basic and network printer troubleshooting, Surfaces and iPhones.  
Desired but not required: A+, CompTIA, Microsoft, AIT or other Entry level technical certification
Additional Technology:  Printers, Smart phones.  
Work Hours:  Must be prepared to respond to requests from 9:00 a.m. to 5:00 p.m.  Project work outside of those hours is a potential for growth.