Posted: November 21, 2017

Temporary Service Desk Support Specialist

Highlights for Children
Honesdale, PA
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Highlights for Children, a family media brand that has been nurturing children with high-quality, innovative products for more than 70 years, reaches more than two million children every month throughout the world.  Our wide variety of “Fun with a Purpose” magazines, books, and digital products is dedicated to helping children become their best selves – creative, curious, caring and confident.

Highlights is committed to making the very best content for children, and great support for our team is essential to meeting this goal. We have an immediate need for a TEMPORARY Service Desk Support Specialist.

Temporary Service Desk Support Specialist

This position provides IT service and technical support to end users for hardware and software applications.  Conducts problem analysis/troubleshooting and resolution, fulfills customer service requests, performs user administration (adds, moves, changes), and installs and configures desktop hardware & software.


Core Responsibilities:

  • Provide an exceptional level of personal customer service by taking the time to understand the issue at hand, empathize with the customer, and maintain communication.
  • Thrive on interactions with customers and receive great satisfaction from exceeding expectations.
  • Troubleshoot and resolve issues in the following areas: Windows and Mac Desktops, Microsoft Office and Adobe suites, Microsoft Outlook/Exchange, mobile devices, and remote access/VPN.
  • Addresses and resolves service requests related to hardware and software applications both locally and remotely.  
  • Escalates service requests to internal and external resources as appropriate using a high level of independent judgment. 
  • Responsible for ensuring service requests are closed in a timely fashion and that all service level expectations are met.
  • Responsible for installing and (re)configuring hardware and software.
  • Build and maintain expertise with all relevant products, features, functions and service offerings.
  • Maintains all IT assets (hardware and software) within the ITSM CMDB.


Requirements and Qualifications:

  • Bachelor’s degree in a technology related field of study preferred.
  • Prefer five years’ experience in Tier 2 service desk support and computer installation.
  • A broad knowledge of IT applications, troubleshooting techniques and principles.
  • Strong experience with Windows Desktop OS.
  • Experience supporting Macintosh Desktop OS.
  • Solid knowledge and experience with Microsoft Office Suite.
  • Experience with desktop and network printers.
  • Mobile devices including iPhones and iPads.
  • Experience with ITSM administration, configuration, and reporting.
  • ITSM/help desk application configuration experience with an understanding of basic database and application configuration concepts (fields, data types, validation, and relationships);how databases are used by applications, scripting and application configuration is preferred.

This position is located in Honesdale, PA, and is a temporary position.

Highlights is a dynamic organization focused on delivering excellence in all facets of our business. We offer a positive environment and competitive compensation and benefits. EOE

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