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L2/L3 Tech Support Consultant

  • Location: Wayne Heights, Franklin County, Pennsylvania
  • Job Type:Contract

Posted 9 days ago

  • Expiry Date: 14 August 2021

​​Job Description:

Remote Not allowed

Do you have a preferred interview schedule?

  • Mon-Friday EST timeslot 9AM EST, 9:30AM EST, 10AM EST, 11:30 AM EST, 12PM MTW, 12:30 PM MTW, Additional scheduling may be available on Fridays if needed

Must have:

  • Help Desk

  • Technical

  • Ticketing Exp

Years of experience on each of the must have skills:

  • For 2A jr- 2+ years

  • For 3A Sr. 3+years

Any additional information you would like to share about the project specs/nature of work:

  • Additional skills good to have: Customer service and Relationship management, Service desk ticketing experience

  • Shift 1 6:00 am – 4:00 pm local

  • Shift 2 12:00 pm – 10:00 pm local time

Performance Expectations - What will this resource be doing?

  • Provides entry level Tier 1 technical support across all platforms and environments for internal and external clients. Technology issues include password resets, and issues with faxes, software, hardware, and telephones. Software and applications include vendor and internally developed products.

  • Receives initial client contacts (telephone, email, etc.). Reports and tracks client technology problems, inquiries, and related requests. Responds accurately and promptly to incoming contacts. Collects required data and logs detailed client contact in the IT Problem Management database record.

  • Identifies problem and resolves target percentage of initial client contacts. Determines severity of unresolved issues and escalates issues accordingly. Updates records to reflect status changes.

  • Communicates with clients, Technical Services staff, and managers about the urgency of issue, impact of any interruption of IT services, and changes in the issue's status. Communicates technical issues at appropriate level for audience.

  • Demonstrates tact in sensitive situations with clients.

  • Analyzes business impact of potentially serious technology/security problems that may have a negative impact on business operations and provides detailed information to supervisor.

  • Updates documentation, including procedures.

  • Learns and complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels. Learns and complies with Information Security procedures. Ensures deliverables meet Information Security requirements.

  • Participates in special projects and performs other duties as assigned.

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.