Job Seekers, Please send resumes to resumes@hireitpeople.comSupport in-house help desk team by taking a variety of IT related calls including IT hardware consisting of PC’s, Printers, Routers, Servers, and UPS; calls involving Mainframe and Network software Telecommunications and Datacomm problems.
Position Description: PennDOT requests the services of a Help Desk Analyst 1 resource to provide day to day support for ongoing large scale PennDOT Tier 1 Service Desk activities. The Help Desk Analyst 1 will work alongside Service Desk team members by providing Tier 1 phone based help desk support services to PennDOT Users throughout the Commonwealth of PA. This position requires a customer service minded resource possessing the ability to work independently and ability to multitask by prioritizing and managing their own workload to ensure prompt service and end user issue resolution.
Specific Duties:
1. Receive calls for assistance by gathering and documenting user information need to diagnose user issues.
2. Perform hardware and software diagnostic procedures including use of utility programs to diagnose and troubleshoot IT hardware and software.
3. Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution
4. Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory
5. Provide service and preventive maintenance activities on terminals, printers, personal computers, etc.
6. Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
7. Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.
8. Assist in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
9. Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
10. Implement and troubleshoot shared software, such as operating systems, Microsoft Office programs, and configuration management tools.
11. Determine time estimates and schedule for own work and resolve issues in a timely manner.
Skill | Required / Desired | Amount | of Experience |
Experience working in a high volume enterprise level Help Desk environment. | Required | 3 | Years |
Experience working with Remedy ticketing system (or equivalent) to document and track user issues/requests. | Required | 3 | Years |
Hands on PC Support Experience. | Required | 3 | Years |
Experience using an Automated Call Distribution System (ACD) | Required | 3 | Years |
Experience Implementing shared software, such as operating systems, Microsoft Office programs, and configuration management tools. | Required |
