Job Title: Service Desk Agent I
Department: Information Technology Services
Location: Philadelphia
Employment Status: Full Time, Non-Exempt
Position Summary:
The Service Desk Agent I serves as the primary contact for the MIS/Telecommunications Department, providing essential assistance to PCOM staff, faculty, and students with basic computer-related issues. They handle user account systems administration, resolving technical queries through in-person, phone, or email interactions. This role involves escalating complex technical issues to the appropriate technology teams or individuals, alongside generating daily work order reports and maintaining PCOM's telephone directory. Additionally, the Service Desk Agent I oversees the scanning and recovery of medical records and assists with clerical tasks when necessary.
Essential Duties and Responsibilities:
Position Requirements:
· High school diploma required; some college coursework preferred.
· Minimum of 2 years' experience in a Help Desk service environment or customer service role.
· Ability to assess information technology service needs and determine appropriate escalation to senior technicians.
· Strong written and verbal communication skills.
Certifications, Licenses, Registrations:
- A+ or Helpdesk certification preferred.
*Salary Range: *$21.00 - $26.00
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