Shire Jobs

Job Title: Service Desk Agent I

Department: Information Technology Services

Location: Philadelphia

Employment Status: Full Time, Non-Exempt

Position Summary:

The Service Desk Agent I serves as the primary contact for the MIS/Telecommunications Department, providing essential assistance to PCOM staff, faculty, and students with basic computer-related issues. They handle user account systems administration, resolving technical queries through in-person, phone, or email interactions. This role involves escalating complex technical issues to the appropriate technology teams or individuals, alongside generating daily work order reports and maintaining PCOM's telephone directory. Additionally, the Service Desk Agent I oversees the scanning and recovery of medical records and assists with clerical tasks when necessary.

Essential Duties and Responsibilities:

• Reset user passwords, manage grace logins, and handle password expiration dates.
• Provide initial support for end users encountering information technology issues.
• Respond promptly to technical assistance requests via phone or email, logging them into the helpdesk tracking system.
• Follow up with end users post-resolution to ensure satisfaction and quality assurance.
• Generate comprehensive work order reports for MIS management, summarizing help desk activities and resolution timeframes.
• Maintain the internal helpdesk binder and establish service level agreements with end users.
• Escalate complex problems to Tier 2 and Tier 3 support teams as necessary.
• Analyze help desk activity and suggest procedural improvements.
• Disseminate relevant email announcements to appropriate campus groups.
• Prepare and distribute monthly telephone reports to designated departments using the call accounting system.
• Communicate changes to the Online Visual phone book and distribute Network Authorization forms accordingly.
• Manage the ordering and allocation of alphanumeric pagers.
• Undertake special projects as required.
• Demonstrate proficiency in addressing common problem inquiries and providing immediate solutions.
• Ensure proper preparation and retrieval of medical records for scanning and archival.
• Respond promptly and effectively to internal user inquiries, researching and resolving issues to their satisfaction.
• Serve as a liaison between end users and technical teams.

• Perform other related duties as assigned.

   

Position Requirements:

·        High school diploma required; some college coursework preferred.

·        Minimum of 2 years' experience in a Help Desk service environment or customer service role.

·        Ability to assess information technology service needs and determine appropriate escalation to senior technicians.

·        Strong written and verbal communication skills.

• Proficiency in English, both written and spoken.

   

Certifications, Licenses, Registrations:

• A+ or Helpdesk certification preferred.

*Salary Range: *$21.00 - $26.00

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