Global Data Consultants

Client Support Technician

US-PA-Harrisburg
1 week ago
Job ID
2017-1873
Recruiter
Davidiene Hair

Overview

Are you looking for a dynamic and innovative career with a full-service technology company? GDC IT Solutions is currently recruiting for a Client Support Technician in the Harrisburg, PA area.

Position Overview

This position installs, supports and troubleshoots computer hardware and software in order to provide reliable systems and high productivity to our customer environments.  Hardware supported includes, but is not limited to, PC’s, laptops, smartphones, printers, modems, access ports and other peripheral equipment.  Software supported includes, but is not limited to, operating systems, corporate and divisional desktop applications, utilities, data communications software, database software and security software.

Responsibilities

  • Call/Problem management: Is responsible for independently resolving the non-routine technical problems reported to the Help Center unit. Will also provide routine technical call assistance to ensure that the overall Help Center objectives are met.
  • Call/problem Logging: Performs accurate call logging and monitoring via the call management system and telephone queues. Effectively manages workload to maintain corporate service levels.
  • Troubleshooting/Problem Resolution: Performs effective and accurate hardware, software, network, internet, security access and telecommunications problem analysis, diagnosis and resolution for employees. Performs problem resolution for all employees (office employees as well as Teleworkers), including those problems unable to be resolved by the Client Support Tech. Supporting Teleworkers provides the greatest challenges as they have varying network connectivity solutions (Cable, DSL, 4G) from a variety of vendors that vary in terms of reliability. Researches and resolves the complex broadband or 4G connectivity issues with our Teleworkers which includes coordinating troubleshooting efforts with outside service providers (i.e. Comcast, Verizon,…) other IT units and divisional staff.
  • Install and Maintain: Install, maintain, and troubleshoot end-user workstation hardware, software, printers and related peripherals. Coordinates service calls on hardware – Dell certification required.
  • Image Support: Based on established configuration standards and image processes, maintains standard software images for the various desktop, laptop and tablet equipment purchased for the organization.
  • Research: Under manager direction, conducts research on and makes recommendations for hardware products or equipment maintenance in support of planned projects or procurements.
  • Vendor Interaction: Coordinates the resolution of equipment errors / problems with hardware manufacturers and resellers.
  • Daily Security and Exchange Requests: Process all daily requests (including non-routing/complex requests), ensuring that appropriate mainframe and network accesses are maintained in order to satisfy customer requirements.
  • Security Audits: Participates in Information Security audits as required to assist with the assessment of existing security control measures.
  • Collaboration: Collaborate with other IT units to analyze client problems and to formulate methods of problem resolution. Mentors junior staff members in the unit.
  • Documentation: Documents standard problem resolution processes for non-routine problems, communicates solution to unit, and stores in repository for use by others in the department. Develops technical training manuals for use by the Help Desk and divisional staff. Updates time tracking system weekly.

Minimum Qualifications

2 years+ experience in the following areas:

  • Networking knowledge
  • PC Hardware/Printer knowledge
  • Demonstrated remote and mobile access technologies knowledge (VPN, Wireless, Cable, DSL and 4G access) 
  • Demonstrated knowledge of Active Directory and Mainframe security.
  • Microsoft Office Suite
  • Microsoft Desktop Operating system (Windows 7 & 10)
  • Microsoft Office 2010, 2016 & O365 experience
  • Demonstrated advanced customer service skills (such as the ability to keep calm and effectively solve issues while dealing with irate clients)

Preferred Experience

  • Citrix VDI experience is a plus

What We Do

GDC IT Solutions (GDC) is a full-service Information Technology (IT) company providing solutions that empower businesses to increase employee productivity, maximize investments, and improve operational efficiencies. With experienced and certified professionals, we deliver services in the areas of application development, data center, 24/7 multilingual service desk, desktop lifecycle management, project management, business process consulting, and IT staff augmentation. 

What Makes GDC Different:

Our employees are our greatest asset continually driving our success each and every day. We attract and maintain the best talent to provide a personal customer experience at every touchpoint. Our technology professionals care about day-to-day client interactions and resolving customer issues quickly and efficiently, the first time. We deliver services with a code of high ethical responsibility, both to protect our clients and to assure that the work is carried out at the maximum level of professionalism. We are technology experts remaining one step ahead as technology evolves and constantly engaging to understand our clients’ business technology needs in order to deliver the best possible solution. 

Why Work for GDC?

  • Cutting Edge Technology and Innovation: GDC fully supports and embraces continuing education and industry certifications to stay ahead of trends and remain current within the technology landscape. We recognize that our employees add the real value to our clients and to our business. By approaching our daily operations with a passion for innovation and a shared-learning environment, everyone can make a positive difference.
  • Career Growth: GDC is one of the fastest growing companies in the region!  Sustained growth means ongoing opportunity. Many of our senior leaders have grown within the company, starting with the helpdesk or other entry-level roles to become thought leaders in the fields of IT infrastructure, application development, project management, and business development.
  • Employee-Centric Environment: GDC prides itself on employee satisfaction with a firm belief that happy employees are the most productive employees. In appreciation of our employees and their contributions, we sponsor numerous events throughout the year including an annual gala, golf, lunch barbeques and more.
  • Comprehensive Benefits Package: GDC offers competitive compensation, excellent benefits, and a positive work environment designed around the philosophy of mutual respect. Our comprehensive benefits package includes medical, dental, prescription, vision, 401(k), short and long-term disability, and group life
  • Holiday and Vacation: GDC firmly believes in a comfortable work-life balance, and we offer comprehensive holiday and paid-time-off (PTO) packages.  We provide a generous PTO package, and we encourage our staff to use it — whether it’s for vacation or other personal reasons everyone needs time to relax and refresh.

Equal Opportunity Workplace:

GDC is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. All qualified applicants will receive consideration for employment.

 

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