Job Seekers, Please send resumes to resumes@hireitpeople.com Short Description:  The selected candidate for the HDA role will report to the Service Delivery Manager and will assist in overseeing the day to day activities of the Service Desk team.
Complete Description:  The selected candidate for the HDA3 role will report to the Service Delivery Manager and will assist in overseeing the day to day activities of the Service Desk team.  This resource will work out of  PennDOT’s Keystone Building facility and will be responsible for providing phone based IT support to PennDOT’s end-user community throughout the Commonwealth and business partners.  The ideal candidate will come with strong professional experience in supervising enterprise level Help Desk teams, supporting a wide variety of technologies and end users from all organizational levels.  Candidates must possess strong Communication Skills, Automated Call Distribution (ACD) system experience, along with issue/trouble ticket system experience (preferably Remedy).
Tasks Include:Overseeing/Supervising day to day activities within the Service Desk.Deliver a high degree of customer service to end-usersStrong problem solving skills a must.Utilize knowledge to research, identify, escalate or resolve technical problems. Clearly identify and document calls related to desktops, laptops, mobile devices and user productivity applications such as Microsoft Office.Providing first line support when call volumes\workload are high.Prioritize and schedule Service Desk workload.Effectively manage end user expectations at all organizational levels.Ensure prompt response and escalation for all system outages\issues, providing updates to management and end users as needed. Create/track reports related to issue escalation and resolution.Assist in the development of documented support processes and works with technical teams to keep the processes up to date.Excellent organizational and time management skills, especially the ability to manage multiple concurrent tasksTrain service desk staff on operational procedures and troubleshooting techniques. Strong communication skills; both written and spoken. 

SkillRequired / DesiredAmountof ExperienceHelp Desk Supervision experience in an Enterprise level environment (managing teams of 5 or more)Required4YearsReport creation/tracking experienceRequired3YearsEnterprise experience creating, updating, and documenting trouble tickets (Remedy) through issue resolutionRequired5YearsEnterprise experience using an Automated Call Distribution System (ACD)Required5YearsExperience creating end user, and system, documentation for enterprise environmentsRequired5YearsITIL Foundation CertifiedHighly desired