Help Desk Assistant job - PSEG - Uniondale, NY

PSEGLI Help Desk Assistant (This position is represented by IBEW Local 1049) Responsibilities: Responsible for successfully Interpreting, evaluating and resolving, if possible, telephone inquiries pertaining to the functional operation of all installed application, hardware and software products supported by IT. Analyze simple to moderately complex inquiries, resolving when able to and when unable to resolve, determines appropriate technical area or vendor to resolve problems. Consults with the supervisor and IT professionals when the appropriate course of action is unclear. Alerts the client community and team members when a major problem is suspected. Follows up on specific inquiries or requests to ensure client satisfaction and reports problems with procedures and makes suggestions for improvement. Act as single point of contact by receiving, logging and managing all help desk contacts utilizing the IT Service Management tools. First line support for analyzing and resolving IT related issues that are reported to the Service Desk, from in house software and hardware such as PCs, Laptops, Printers and mobile devices, password resets. Analyze and resolve problems utilizing own expertise & historical database records. Escalations of ticket to proper support teams and identify ticket trends and alerts management to recurring problems and patterns of problems. Demonstrate outstanding customer service skills and telephone etiquette. Perform similar or less skilled work. Knowledge and Training: Ability to successfully utilize Technical Troubleshooting Methodologies and Tools illustrated by work experience Experience with ITSM support and ITIL familiarity Strong knowledge of Microsoft based operating systems Experience supporting Microsoft Office suite Experience with VPN/Remote Access support Experience with Windows Server, AIX/LINUX, VM Ware and Mainframe support Experience with adding Active Directory and RACF accounts Experience with Network troubleshooting skills including wireless Experience with Internet Browser troubleshooting Required Education, Skills and Competencies: Associates Degree in Information Technology or similar technical degree required. Three years of experience with PC/Technical support Helpdesk Requires sufficient knowledge of IT operations, responsibilities, workflow processes and procedures to resolve most inquiries independently. Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Ability to troubleshoot and make recommendations using critical thinking, sound judgment, and decision making processes and techniques in a fast-paced, mixed technology environment Proven self- starter, works effectively with little direct supervision Excellent verbal, reading and written English communication skills are essential Excellent Interpersonal and teaming skills illustrated by work experience Excellent time management skills Experience in IT Customer support Candidate must foster an inclusive work environment and respect all aspects of diversity. Successful candidate must demonstrate and value differences in others’ strengths, perspectives, approaches, and personal choices Starting Salary: $25.96 NOTE: In addition to possessing the qualifications for this vacancy, employees selected will be expected to work overtime in accordance with departmental requirements and to participate in the Company’s Emergency Restoration. * PSEG – 1 hour ago – save job

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Public Service Enterprise Group (PSEG) is a publicly traded (NYSE:PEG) diversified energy company headquartered in New Jersey, and one of…

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