IT Service Desk Supervisor

Below is the Job Description for your reference:

Title: Helpdesk Analyst/ Call Center

Location: Harrisburg PA / Onsite

Term: Contract

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 operationaltype job and reliability and communication are key components to making the department successful.

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 nontechnical coworkers 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.

Required Skills:

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.

Excellent organizational skills

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)

You will be a selfmotivated achiever who gains satisfaction from providing excellent customer service

1 years previous IT Service Desk and/or Call Center experience required.

***Saturday work from 8 AM 12 PM is scheduled for once a quarter and management will give at least two weeks notice beforehand.***

Skill

Required / Desired

Amount

of Experience

1 years previous IT Service Desk and/or Call Center experience required

Required

1

Years 5

Experience with call tracking and ticketing software

Required

1

Years5

Attentive to details and ability to be resourceful (using supplied documentation)

Required

1

Years5

Ability to support users with limited knowledge of computers software hardware and systems

Required

1

Years5

Above average communication skills and telephone manner.

Required

1

Years5

Basic User & Security Group Active Directory administration

Required

1

Years5

Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365

Required

1

Years5

Experience with using and troubleshooting Office 365 within a network environment (permissions calendar sharing delegation)

Required

1

Years5

Excellent organizational skills

Required

You will be a selfmotivated achiever who gains satisfaction from providing excellent customer service

Required