Job Details

Position: Help Desk Analyst (Ref: 5419)
Location: Harrisburg,PA,17101,USA
Duration: 1 Years 7 Months 18 Days - Contract
Openings: 1
Pay Rate:Login

Description:

We are seeking a Help Desk Analyst. This position is Tier 1 and requires working on the phones all day. This position is 100% phones and 85% password resets. No Tier 2 work will be performed.

The Help Desk Analyst performs the skills listed below.
• 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.
• Complete assigned tasks.
• Excellent communication skills; both written and spoken.
• 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.
• 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
• Excellent communication skills and telephone manner.
• Excellent organizational skills
• Incident Management experience – Managing incidents including business expectations and communication
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2013
• Experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation)
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• 2+ years previous IT Service Desk and/or Call Centre experience required

Required / Desired Skills

  • Previous IT Service Desk and/or Call Centre experience (Required 2 Years)
  • Experience with call tracking and ticketing software (Required 2 Years)
  • Attentive to details and ability to be resourceful (using supplied documentation) (Required 2 Years)
  • Ability to support users with limited knowledge of computers, software, hardware and systems (Required 2 Years)
  • Excellent communication skills and telephone manner. (Required 2 Years)
  • Excellent organizational skills (Required 2 Years)
  • Incident Management experience – Managing incidents including business expectations and communication (Required 2 Years)
  • Basic User & Security Group Active Directory administration (Required 2 Years)
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2013 (Required 2 Years)
  • Experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation) (Required 2 Years)
  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service (Required 2 Years)

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