L1 Tech

Kforce is seeking an L1 Tech in King of Prussia, PA. This role involves evaluating, prioritizing, troubleshooting, and resolving Level 1 PC hardware/software, mobile device, and application incidents. Responsibilities include answering client questions, escalating issues, updating knowledge databases, and providing ad hoc training. The tech will also record and document all incidents in ServiceNow and fulfill termination requests. This position requires 1+ years of IT helpdesk experience and a Bachelor's degree in a related field.

Must Have

• Evaluate, prioritize, troubleshoot, and resolve Level 1 PC hardware/software and application incidents
• Answer client questions and provide ad hoc training
• Assess and escalate issues to Level 2/3 support teams
• Update Service Desk SharePoint knowledge database
• Record and document all incidents and resolutions in ServiceNow
• Fulfill termination requests in ServiceNow
• 1+ years of IT helpdesk experience
• Experience in PC configurations and troubleshooting
• Bachelor's degree in IT, Computer Science, Business, or related field

Good to Have

• Windows Operating systems
• Microsoft Outlook
• Microsoft Office
• Microsoft SharePoint
• Internet Explorer
• Chrome browsers
• iPhone
• Microsoft Teams
• ITIL Certification
• CompTIA A+

Perks & Benefits

• Medical/dental/vision insurance
• HSA
• FSA
• 401(k)
• Life, disability & ADD insurance
• Paid time off (for salaried personnel)
• Paid sick leave (for hourly employees on a Service Contract Act project)

Description

Kforce has a client that is seeking a L1 Tech in King of Prussia, PA. Duties Include:

• Contacts received via phone call, email, voice mail, or self-service, and include system issues, questions, service requests, training
• Evaluate, prioritize, troubleshoot, analyze, research, and resolve Level 1 PC hardware/software, mobile device, and application incidents reported by clients; Answer client questions
• Assess issues for escalation to Level 2/3 support teams where indicated. Update Service Desk SharePoint knowledge database with technical support documentation
• Demonstrate technology and provide ad hoc training on IT and PC processes to clients; Direct clients to published documentation for sustainable knowledge transfer; Identify gaps and generate new/revised user documentation as needed
• Observe and escalate trends in reported issues; Identify requirement to communicate information and status on widespread issues to client base
• Rotating after-hours support: Service Desk is central point of contact for designated business-critical issues; Receive client call, analyze issue, then either resolve with client or transfer issue to responsible Level 2/3 support personnel as required
• Record all incidents in global ITSM platform ServiceNow; Document all resolutions and detailed actions taken to resolve in ServiceNow incidents or requests
• Fulfill termination requests in ServiceNow

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business, or related field, or progress towards this with related required work experience
• 1+ years of experience in an IT helpdesk team environment and/or a minimum of demonstrated knowledge of workstation applications and tools
• 1+ years of experience/skills in PC configurations, diagnostics/troubleshooting techniques
• Preferred software skills in Windows Operating systems, Microsoft Outlook, Microsoft Office, Microsoft SharePoint, Internet Explorer and Chrome browsers, iPhone, Microsoft Teams, and other standard personal productivity and collaborative applications
• Excellent technical and computer skills
• Problem-solving skills with ability to devise technical and creative solutions to user issues
• ITIL Certification, CompTIA A+ and other relevant certifications are a plus