Helpdesk Analyst

Help Desk Analyst

Location : Harrisburg, PA(Hybrid Position)

Duration : 12 Months Contract

Interview Types: Webcam

Job Description

Help Desk Analyst - 5 plus years field experience.

Summary:

Education:

• 4-year college degree in Computer Information Systems or equivalent technical study
• Microsoft certifications preferred

Requirements:

• Excellent verbal and written communication skills
• Ability to work both independently and team environment
• Customer service mindset
• Microsoft 365/Windows OS - Windows 10 & 11
• Microsoft Edge support
• Microsoft SharePoint Online experience
• Microsoft Dynamics 365 Customer Service
• Personal Computer Desktop, Laptop, Mobile devices
• Network Printers
• Microsoft Access & PowerPoint 365
• Google Chrome and Mozilla Firefox
• Power Shell
• Active Directory
• Windows Hello for Business
• Windows Server
• Microsoft Configuration Manager (SCCM)
• Networking (wired and wireless)
• Network Security concepts

Description:

• Receives 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.
• Discerns the nature of a problem, determines whether problem is caused by hardware such as modem, printer, cables, or telephone, and logs in tracking system.
• Escalates problems in accordance with defined procedures.
• Assists users through problem solving steps.
• Uses technical 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 and detect correct equipment errors and repair products by replacing worn or broken parts and making technical adjustments.
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Assists in coordination of changes, upgrades, and new products, ensuring systems will operate correctly in current and future environment.
• 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: