PennDOT HDA3 A4 SC3 (Tier 1 Help Desk)

Job Title: Helpdesk Analyst
Duration (Contract): 13-14 Months
Client Location: Harrisburg PA 17104

Location Preference: Onsite

Job Description:

• 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.

Required Skills Experiences Education and Competencies:

• • 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 self-motivated achiever who gains satisfaction from providing excellent customer service
  • 1 years previous IT Service Desk and/or Call Center experience required.

The hourly range for roles of this nature are $18.00 to $25.00/hr. Rates are heavily dependent on skills experience location and industry.