Desktop Support Specialist

Company: JEVS Human Services
Location: Philadelphia
Posted on: January 27, 2023

Job Description:

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Desktop Support Specialist





























Orleans Technical College



































Job Description







At JEVS Human Services, we believe in giving people possibilities-opportunities to be self-sufficient and satisfied. Each year we touch nearly 25,000 lives, focusing on individuals with physical, developmental, and emotional challenges as well as those facing adverse socio-economic conditions including unemployment and underemployment.

Currently we have an exciting opportunity within our IT Department as a Desktop Support Specialist assisting our workforce and education programs. The Desktop Support Specialist provides quality support to JEVS' users, employing a high degree of customer service, technical expertise, and timeliness. In this role you will also be responsible for functioning as backup to our Help Desk.



This role will be housed at our Orleans Technical College in Northeast Philadelphia, but will require occasional travel to our other Philadelphia programs.

Responsibilities:

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  Provide 1st and 2nd level phone, desktop & peripheral support to end users
  
  
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  Troubleshoot hardware, software & cabling problems
  
  
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  Track & monitor all support requests within ticketing system. Follow up with other members in the department to update stale tickets
  
  
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  Daily updates on all open tickets in solution base ticketing system
  
  
• Build and relocate user workstations (hardware & software) according to pre-defined guidelines
  
  
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  Install operating system & application software according to pre-defined guidelines
  
  
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  Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards
  
  
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  Escalate problems to appropriate individual based on established guidelines and procedures
  
  
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  Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to users
  
  
  
  
  
  
  
  
  
  
  
  Skills & Requirements
  
  
  
  Qualification:
  
  
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    Associates Degree or Technical Certification preferred; Minimum of HS/GED
    
    
  • 2+ years of relevant experience required
    
    
  • Ability to use customer service standards and follow guidelines, as well as to help others interpret policy
    
    
  • Ability to maintain a high level of client trust and confidence in the group's knowledge of and concern for clients' needs
    
    
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    Broad range of telecommunications, network, and desktop knowledge is highly desirable
    
    
    
    
    
    What's in it for you:
    
    
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    • 401(k), with company match
      
      
    • Tuition assistance: Available to all employees with at least one year of service, for those enrolled in job-related, accredited, degree or certificate level courses
      
      
    • Health, Dental, and Vision coverage
      
      
    • Ample paid vacation and sick time
      
      
    • 10-12 paid holidays per year
      
      
    • Pre-tax commuter benefits
      
      
    • Continuing education, professional development opportunities, retreats, and training
      
      
    • Annual holiday party and office outings
      
      
    • Wellness workshops and activities and access to the Employee Assistance Program
      
      
    • Dress-down Fridays
      
      
    • Employee referral bonus
      
      
    • Reimbursement of eligible mileage and travel expenses
      
      
      
      
      
      For more information about what it's like to be a part of the JEVS team, visit our careers page at https://www.jevshumanservices.org/careers/
      
      
      
      
      
      Qualified individuals with disabilities are encouraged to apply; reasonable accommodations will be provided. Please contact your recruiter if you are in need of an accommodation during the interview process.
      
      
      
      
      
      JEVS Human Services is committed to ensuring equal employment opportunities. The Agency will not engage in or tolerate unlawful discrimination (including any form of unlawful harassment) on account of a person's gender, gender identity, age, race, color, religion, creed, sexual preference or orientation, marital status, national origin, ancestry, citizenship, military status, veteran status, disability, or membership in any other protected group. Qualified individuals with disabilities are encouraged to apply; reasonable accommodations will be provided.
      
      
      
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Keywords: JEVS Human Services, Philadelphia , Desktop Support Specialist, Other , Philadelphia, Pennsylvania