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Short Description:
Help Desk Analyst 1 (HDA1) - 2 to 3 years field experience. 2 year associates degree or equivalent technical study.
Complete Description:
This requisition requires onsite in-person first round interviews only.
Client would prefer candidates local to the Harrisburg, PA Area.
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.
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
- 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.
Skill | Required / Desired | Amount | of Experience |
Previous IT Service Desk and/or Call Centre experience required | 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 |
