Glatfelter Insurance Group is looking for a Support Desk Representative to join our Technical Services team in York, PA. Our new team member:
• Receives and handles all incoming service desk calls related to GIG Information Systems.
• Provides phone support and performs service calls for all associates related to any hardware or software inquiry or problem.
• Assists in providing support to Tier I calls.
• Is responsible for documenting solutions to problems and developing end-user guidelines.
• May provide on-site training to users.
• Determines appropriate responses to user questions through knowledge of divisional procedures, research and communication within the various IT departments.
• Performs root cause analysis and develops checklists for typical problems.
• Maintains knowledge database and call tracking database to enhance quality of problem resolutions.
Successful candidate will have:
• 3-5 years of IT work experience in supporting desktop software and hardware products
• Prior experience in problem solving and troubleshooting.
• Bachelor's degree in computer science, information systems or other related field or equivalent work experience.
• Citrix Xen Desktop knowledge desired.
• Strong communication skills to effectively communicate both verbally and in writing to all levels of users.
• Strong customer service focus.
• Ability to multi-task and prioritize work.