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Help Desk - (SE10092)

OVERVIEW OF RESPONSIBILITIES
Provides outstanding internal customer service by investigating and resolving software and hardware problems for computer users to that they can remain productive. Adheres to all Philadelphia Park Casino service and operating standards.
ESSENTIAL JOB DUTIES
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Determines whether problem is caused by hardware such as printer, cables, or telephone.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
Prepares standard statistical reports, such as help desk incident reports.
Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
Consults with programmers to explain software errors or to recommend changes to programs.
Calls software and hardware vendors to request service regarding defective products.
Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
Writes software and hardware evaluation and recommendation for management review.
Writes or revises user training manuals and procedures.
Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.
Installs personal computers, software, and peripheral equipment.
Performs all other duties as assigned.
Please note: this opening is for swing shift.
QUALIFICATIONS
High School Diploma or G.E.D. required. One year certificate in IT from college or technical school; minimum of 3 months related experience or training. Comp TIA A+ certification, or evidence of proactively pursuing such certification is required. Knowledge of Accounting software; Database software; Human Resource systems; Internet software; Inventory software; Payroll systems; and Spreadsheet and Word Processing software such as found in MS Office Suite. Must have excellent organizational and planning skills, and strong communication skills. Must be able to sit, stand, lift, carry weight, kneel, bend, and grip tools during a full 8 hour shift. Must be able to work all shifts, and weekends/holidays as required. Must be able to communicate effectively in English, both verbally and through written communications. Must be knowledgeable of all federal, state and local laws and regulations relevant to operations.



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