Help Desk Analyst
Harrisburg, PA
Contracted
Experienced
Location: Harrisburg, PA - local candidates only
Position Type: 100% onsite with telework available on Fridays
Contract Length: 5 months, extension possible
Position Overview:
This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. No Tier 2 work will be performed. This is an operational-type job and reliability, and communication are key.
Duties:
Position Type: 100% onsite with telework available on Fridays
Contract Length: 5 months, extension possible
Position Overview:
This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. No Tier 2 work will be performed. This is an operational-type job and reliability, and communication are key.
Duties:
- Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
- Investigates and resolves computer software and hardware problems of users.
- Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
- Talks with technical and non-technical co-workers to research problem and find solution.
- Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
- Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
- Follow quality standards and displays strong customer service skills.
- Able to work in a team environment.
- Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory
- Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
- Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.
- 1+ years' previous IT Service Desk and/or Call Center experience required
- Experience with call tracking and ticketing software
- Attentive to details and ability to be resourceful (using supplied documentation)
- Ability to support users with limited knowledge of computers, software, hardware and systems
- Above average communication skills and telephone manner.
- Basic User & Security Group Active Directory administration
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
- Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
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