Help Desk tier I
The Judge Group Inc.

Job Info

Location: Newtown, PA
Description: Our client is currently seeking a Help Desk tier I


Level 1 Engineer

General Duties:

Greeting customers and assisting in creating and updating IT support tickets (Remedy) per defined service-level agreements

Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required

Maintaining ownership of service tickets throughout the life span of the support request

Assigning ticket severity by walking customers through a series of troubleshooting steps to determine the severity and nature of reported IT problems

Updating and maintaining service work notes

Establishing a high level of personal credibility and building strong relationships

Consulting with immediate supervisor or higher-level IT specialists on possible solutions

Coordinating with technicians to provide status updates to outstanding tickets

Collaborating and following up with technicians to resolve requests, and provide status updates on outstanding support tickets

Providing updates, status, and completion information to management

Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue as been reached, to the satisfaction of the user/customer

Answer inbound phone calls in adherence to the SCT Phone Etiquette and SLA Process available here.

Maintain ticket queue in accordance with SCT Ticket Response and SLA Process available here.

Keep good communication among the internal engineering team including:

Responding to internal telephone calls



Trouble Tickets

General Description of Deliverables:

Perform password resets in real-time, as needed / requested

Troubleshoot application errors. Follow proper escalation procedures for higher level issues

Manage email accounts to devices: Outlook, Mobile (tablets, phones, Android, Apple)

Review daily operations checklist and provide reporting. Open cases for items not resolved, including:

Backup Systems

Environment Monitoring Systems

Application Environments

Windows Updates

3rd Party Products and Patching

Preferred Education and Experience:

ITIL v3 Foundations (Preferred)

COMPTIA related certifications relevant to service desk support (Preferred)

Hands-on experience working with ticket systems


This job and many more are available through The Judge Group. Find us on the web at

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