Help Desk Analyst - Harrisburg, PA

Harrisburg, PA, US • Posted 12 hours ago • Updated 12 hours ago
Full Time
On-site
Fitment

Dice Job Match Score™

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Job Details

Skills

  • Help Desk
  • BMC Remedy
  • Tier 2
  • Recovery
  • Mainframe
  • LAN
  • IDS
  • RACF
  • Repair
  • Research
  • Publications
  • Issue Tracking
  • Documentation
  • Computer Hardware
  • Communication
  • Organizational Skills
  • Active Directory
  • Microsoft
  • Operating Systems
  • Microsoft Operating Systems
  • Microsoft Windows 7
  • Microsoft Office
  • Network
  • Delegation
  • Customer Service
  • Service Desk
  • Call Center

Summary

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
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10115903
  • Position Id: 4816fabef7a7fd3fcf2af87f048349cd
  • Posted 12 hours ago
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