Position Description:  Tier II Help Desk

　　Under the supervision of the IT Support Manager, the Help Desk Support Specialist will provide support for internal and external business processes.  The Help Desk Support Specialist will perform a variety of tasks and projects in accordance with PRI's Service Level Agreement (SLA) standards and protocols.

　　Responsibilities:

　　Understand and represent PRI™'s mission, vision, and values to all internal and external customersEngage clients in appropriate communication that manages client expectations and builds a collaborative relationship with the clientProvide first call resolution for internal and external users requiring assistance with issues and problems including any additional follow up that may be requiredInteract with project team members in order to successfully fulfill contract obligations with the highest quality and in a timely manner meeting PRI™'s  ISO requirementsInstills integrity throughout the organization via active participation in ISO requirements including but not limited to timely submission of Corrective Action Plans for all matters in which either PRI™'s standards and/or corporate contract standards have not been met. Communicating outcomes to team members to ensure a positive, open, environment which mitigates risk and achieves a culture of Continuous Quality ImprovementAdhere to PRI™'s production standardsAdhere to PRI™' policies and proceduresKnowledge of computer hardware and software including Microsoft Windows and Linux Operating systems current versionsExperience supporting MS Office SuiteExperience working with Active DirectoryMonitor ManageEngine for tickets assigned to user queue and process based on assigned priorityAssist with on-boarding of new usersAdvanced troubleshooting and multi-tasking skillsInstall, test and configure new workstations, peripheral equipment and softwareExcellent verbal and written communication skillsWork collaboratively with internal and external groups in a team environment to improve overall customer service and supportWork with software and hardware vendors to efficiently identify and resolve user issuesRespond to user's requests for information and assists in problem resolutionEscalate problems that can't be resolved at first level to next level technician within predetermined service level agreementAssist systems and programming personnel as requestedInitiate corrective action or carries out instructions to resolve system problemsStrive to learn the job functions of the position's immediate superior as well as peer level positions with whom the individual interactsFulfill departmental requirements in terms of providing administrative notification during periods of illness, vacation, or educationThe position includes some evening, weekend and on-call work as requiredTrack, prioritize, and immediately document all issues with resolution using an IT support request system.  Maintain IT tracking and status reportsTrack, report and communicate status during problem resolution.  Follow up on open IT issues to drive on-time closure.  Ensures on time deliveryFacilitate and assist with projects within the Division as requiredAssist with the maintenance of user accounts as requiredInteract with PRI staff in a professional and accountable mannerParticipation in team meetings as requiredProvide assistance as needed to team members; technical assistance or other supportPerform system installation, backup, maintenance and problem solvingAssist in providing hardware and software supportResponsible for supporting, configuring, maintaining, and upgrading the corporate network.Perform other duties as assignedRequirements:

　　Associate Degree and two years of experience in IT hel desk support/problem solvingProficient in Office, Excel, Visio, Power Point, MS Project, etc.Working knowledge of fundamental operations of relevant software, hardware and other equipmentHighly flexible and adaptableExcellent verbal and written communication skillsAbility to react to high priority problem calls, and interface with a variety of usersEffective customer service, problem-solving and organizational skillsAbility to multi-task and adapt to changing prioritiesAbility to work independently and as a team member508 Compliance preferredDemonstration of adherence to deadlinesReliable, honest, and trustworthy;  Integrity is requiredExcellent verbal and written communication skillsGood organizational skills and able to pay attention to detailWilling to take on additional tasks as required and learn new skillsWillingness and ability to undertake training needed in order to fulfill the changing requirements of the jobAbility to take directionAbility to be discrete and maintain high levels of confidentialityAbility to interface with all levels of management and staff personnel. Must have no conflict of interest (COI) as defined in 1154(b)(1) of the Social Security Act (SSA)Ability to obtain and maintain U.S. Government Security ClearancePreference will be given to those individuals where their primary residency is located in HUBZone areas (http://map.sba.gov/hubzone/maps/)  

　　FLSA Status:  Exempt

　　The PRI Team Member Compensation Plan is applicable to this position.

　　PRI is an equal employment opportunity employer. All qualified applicants including Disability/Vets or other qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

　　Qualified candidates may apply by clicking, "Apply Now". Next, submit your resume. You may complete a cover letter on the following screen. *You must contact the employer via one of the methods listed on the screen after clicking "Apply for this job". * Please be sure to identify PA CareerLink as your referral source.