Help Desk Support Specialist/Telecom Administrator

GSI Commerce is a leading provider of e-commerce solutions that enable retailers, branded manufacturers, entertainment companies and professional sports organizations to operate e-commerce businesses. We provide solutions for our partners through our integrated e-commerce platform, which is comprised of three components: technology, logistics and customer care, and marketing services. We provide e-commerce solutions for approximately 60 partners. GSI Commerce is a leading provider of e-commerce solutions that enable retailers, branded manufacturers, entertainment companies and professional sports organizations to operate e-commerce businesses. We provide solutions for our partners through our integrated e-commerce platform, which is comprised of three components: technology, logistics and customer care, and marketing services. We provide e-commerce solutions for approximately 80 partners. Help Desk Support Specialist/Telecom AdministratorUnder the direction of the Help Desk Manager, the Help Desk Support Specialist/Telecom Administrator's primary responsibility is to function as Help Desk Support Technician. Secondary responsibility is to function as Cisco Telecom Administrator in coordination with Networking Services team. Help Desk Support Specialist:The Helpdesk Support Specialist is responsible for Tier I and Tier II levels of helpdesk support in a three-tiered Information Technology Call Center of GSI Commerce serving approximately 3,200 users in local and remote locations. He/she is responsible for resolving helpdesk issues of moderate to high levels complexity, including those escalated from other team members, and for escalating issues which he/she cannot resolve to Tier III support. Responsibilities under this role will be to follow-up on support issues with dissatisfied customers; track and maintain all issues in a Call Center tracking system; report on helpdesk operations, SLAs, and issues regarding the support of Information Technology resources; and assisting fellow team members with support issues.As a member of the Helpdesk team, the Helpdesk Support Specialist is responsible for assuming ownership of issues and ensuring the effective tracking of issues from initial report to final resolution - regardless of the cause, systems affected, or internal escalation functions. Because Helpdesk support spans a broad range of issues from software applications, GIS, reporting, document management, web applications to data and telecom networking and server and database issues, the Helpdesk Support Specialist must demonstrate an aptitude for staying abreast all technologies in use within the organization. The individual in this position consistently demonstrates quality customer service and professionalism and is familiar with the field's concepts, practices, and procedures and is able to rely on their experience and judgment to plan and accomplish goals under moderate supervision.Cisco Telecom Administrator Function:' Configure, Deploy and Administer Cisco IP phones ' Perform Basic Cisco Telecom troubleshooting' Maintain integrity of Telecom DN database' Support continuous process and automation improvements to improve service levels and efficiency of incident resolution. Requirements: ' MCP, MCSE Certification or 3 years experience in a Help Desk environment' A+ Certification or 3 years experience supporting Intel desktops and laptops' Hands on experience with Cisco IP Communications products. ' Understanding of telephony concepts and technologies' Significant knowledge of and experience with Cisco Call Manager 4.1 and Cisco Unity ' Knowledge and experience with network communications' Strong Knowledge of Windows 2000/XP' Experience with Active Directory, Microsoft Exchange' Ability to work well with others in a team environment' Must possess own transportation' Must be able to work additional hours if needed' Must be able to work on-call rotation' Ability to prioritize effectively and to perform proactively' Ability to understand and work in strict compliance with documented proceduresDesired:' Ability to conduct research into software and hardware issues and products are required. ' Experience supporting Macintosh Desktops on a Microsoft IP Network' Good troubleshooting and analytical skills' Must be well organized, conscientious, with excellent attention to detail' Ability to adapt quickly to procedural and priority changes RESPOND HERE! Respond immediately by accessing the following dedicated online response form which will allow you to cut and paste your resume. This form will go directly and immediately to the hiring authority for this position. Access the online response form at: http://sh.webhire.com/servlet/resp/rf?jobid=2213646&boardid=749 RESPOND HERE! Respond immediately by accessing the following dedicated online response form which will allow you to cut and paste your resume. This form will go directly and immediately to the hiring authority for this position. Access the online response form at: http://sh.webhire.com/servlet/resp/ Job Title: Help Desk Support Specialist/Telecom Administrator Company: GSI Commerce Solutions, Inc. Solutions, Inc. Location: King of Prussia, PA 19406 Job Category: IT/Software Development Career Level: Experienced (Non-Manager) Company: GSI Commerce Solutions, Inc. Solutions, Inc. Reference Code: gsi-00002711 GSI Commerce is an Equal Opportunity Employer.