Desktop Support - Technical Support

Are you looking for an opportunity to advance your career while working with an extraordinary team?  At Merakey, we put heart and soul into everything we do. We are seeking a Desktop Support - Technical Support to join our team in Harrisburg. 

Shift: Monday - Friday 8:00am-4:00pm (on-site) 

 

Position details:

As part of End User Support within IT Support Services, the Desktop support role is to provide 2nd level IT support and guidance for all Merakey end user assets. This would include resolving support requests, as well as meeting customer satisfaction and continuous service delivery demands.

 

Responsibilities include but are not limited to the following:

• Answers and responds to inbound calls, emails, or chats using documented procedures, available tools and supplied script(s) to assess customer's technical support needs and handle/route accordingly to the satisfaction of the customer
• Verifies all contact information
• Creates/Updates/Resolves incidents or service requests within supplied IT Service Management System
• Documents problem definition
• Documents and logs all contacts and actions into tickets per specified guidelines
• Files appropriate data (soft and hard copies)
• Provides direction to customers promoting online self-service and web based solutions
• Creates temporary "work-around" for immediate customer issues when appropriate
• Serves as escalation point for computer related service center requests
• Maintains and deploys Merakey standard computer images
• Maintains Merakey Asset and Software Inventory
• Create and maintain hardware and software test scripts
• Works with IT procurement to purchase hardware and software
• Work with vendors to resolve technical issues
• Provides software and system troubleshooting, maintenance, support and resolve remotely, over the phone or at desk side
• Installs, upgrades and configures applications, software and related hardware (such as desktops, laptops, tablets, related peripherals such as printers, scanners, drives, monitors and video teleconferencing and software such as Windows OS and Office)
• Provides technical support and training to end-users and internal IT analysts
• Maintains current knowledge of relevant technology and recommends future growth hardware and software specifications
• Prepares activity reports as requested by management
• Communicates recurring issues to management
• Remains knowledgeable of performance requirements and IT service offerings
• Adheres to service level agreements with customers and business partners
• Maintains awareness of and compliance with all Merakey personnel policies
• Achieves specified performance goals
• Travel to off-site programs up to 60-75% of the time
• Participates in special projects as required
• Additional responsibilities as required
• Deliver Exceptional IT Support: Provide first-line technical support via phone, email, or chat, accurately assessing and routing customer issues using documented procedures, scripts, and tools.
• Incident Management & Documentation: Create, update, and resolve incidents or service requests in the ITSM system while thoroughly documenting all customer interactions, problems, and resolutions.
• Hands-On Hardware & Software Support: Install, upgrade, and configure hardware (desktops, laptops, tablets, printers, etc.) and software (Windows OS, Microsoft Office), delivering desk-side and remote support as needed.
• Technical Troubleshooting & Escalation: Diagnose and resolve system and software issues, implement temporary workarounds, and serve as the escalation point for complex service requests.
• Customer Education & Enablement: Promote self-service and web-based resources to customers, and provide training and support to both end-users and internal IT staff.
• Asset & Inventory Management: Maintain hardware/software inventories and standard system images, and support IT procurement and vendor coordination to ensure timely resolution and delivery.
• Performance Reporting & Communication: