Help Desk Analyst

Role: Help Desk Analyst

Location: Harrisburg, PA

Duration: Long Term

F2F Interview

Prefer local to PA

Help Desk Analyst - 5 plus years field experience.

***An initial virtual interview via Teams with video-enabled will be conducted, followed up by a mandatory in-person interview for the position.***

***Local candidates are preferred.

Summary:

• Analyzes and troubleshoots computer support problems and applies an understanding of computer software and hardware products and services to resolve user problems.
• Knowledgeable on the usage and support of the products that run on the Windows operating system.
• Provides hands-on technical assistance to business and technical users and investigates and resolves computer software and hardware problems for users.
• Serves as a contact for level 1 support and assists users who are experiencing issues using computer software, hardware, and operating systems, escalating issues, as necessary.
• Determines whether issues are caused by hardware, software, or system and answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Participates in infrastructure projects such as operating system upgrades, asset renewal initiatives, and application roll outs. Up to 25% will be spent on field/project activities.

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