American Red Cross IT Service Desk Agent in Johnstown, Pennsylvania
The IT Service Desk provides twenty four hour seven day a week first tier support to Biomedical, Chapter, Services to the Armed Forces, International Services, National Headquarters and Corporate customers throughout the United States. The IT Service Desk's mission is to provide accurate and timely information to requests from the users of all IT systems and business processes, resolving whenever possible at the first tier level, and escalating appropriately when necessary.
The ITSD Specialist applies understanding and knowledge of information systems products and services to assist internal and external users of ARC Systems and applications on complex matters. ITSD Specialists resolve somewhat less complex problems initially, escalating more complex problems to more senior level specialists or leadership of the IT Service Desk.
Fields and resolves telephone calls, chat and online portal questions from users seeking guidance
Provides first-tier technical support to assist users questions/issues including those regarding hardware, software, access management, process and procedure, and telecomm
Receives, documents and tracks user questions and/or issues in an ITSM solution
Assures timely response to questions and concerns
Adheres to all support processes, procedures, and expectations established by management to meet the highest level of customer care
Meets all Goals and Objectives as identified such as Login Time, Available Time, Idle Time, First Contact Resolution, and Case Quality
Meets all Service Level Targets
Provides input to senior team members in regards to team knowledgebase requirements
Proactively provides guidance and solutions to active applications, processes and systems
Works routine cases with ease and takes on moderately complex cases with the aid of a team member, if required
Education and Experience
Bachelor's degree from an accredited college or university in Computer Science or Business, with 1 to 3 years of related experience, or its equivalent. ITIL Foundations version 3 a plus.
Intermediate level knowledge of Microsoft Office Suite applications, specifically, MS Office Word, Excel, PowerPoint and Outlook is required. , SharePoint, Project, Access is a plus; Knowledge of desktop Operating Systems W2K, XP, 7, 8. Mac OS X a plus. Knowledge of PC Hardware and Function; VPN; Active Directory; Remote Desktop Management; Smartphones.
Skills and Abilities
Ability to follow outlined processes and procedures
Ability to speak and communicate effectively and in an articulate and diplomatic manner across all levels of the organization
Identify data patterns that do not adhere to Policy or Procedure standards or requirements and escalate for mitigation
Ability to follow verbal and written instructions
Ability to recognize errors and correct to meet organizational standards
Ability to troubleshoot problems and work with other groups to find solutions
Ability to work independently with little supervision
Apply now! Joining our team will provide you with the opportunity to make a difference every day.
The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
The American Red Cross is a diverse nonprofit organization offering its employee's professional development and growth opportunities, a competitive salary, comprehensive benefits, and a collaborative team spirit environment.