Job Details

Position: Service Desk Analyst (Ref: 6785)
Location: Harrisburg,PA,17101,USA
Duration: 6 Months 28 Days - Contract
Openings: 1
Pay Rate:Login

Description:

The Service Desk analyzes and troubleshoots computer support problems and applies his or her understanding of computer software and hardware products and services to resolve user problems.

Role Description:
• Writes or revises training manuals and procedures.
• Develops training materials, such as exercises and visual displays.
• Remotely train users on software and hardware.
• Writes software and hardware evaluation and recommendation for management review.
• Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• Receives telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
• Ascertains the nature of problem, determine whether problem is caused by hardware such as printer, cables, or telephone, and log in ticketing system.
• Escalates problems in accordance with defined procedures.
• Assists users through problem solving steps.
• Uses knowledge databases to research problems and talks with co-workers to research problem and find solution.
• Tests software and hardware for troubleshooting and problem resolution.
• Able to diagnose, detect, and correct equipment errors and repair products by making technical adjustments.
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Provides accurate and complete answers to general use and administrative environment questions in a timely manner.
• Supports shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• Communicates accurate and useful status updates.
• Manages and reports time spent on all work activities.
• Follows quality standards.
• Able to work in a team environment
• Completes assigned tasks.
• Strong communication skills; both written and spoken.

Required / Desired Skills

  • Tier 1 Helpdesk Experience (Required 3 Years)
  • A+ certification (Highly Desired 6 Months)

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