Help Desk Analyst(Local to PA)

Engagement Type

Contract



Role Description:

Receives telephone calls and e-mails from users having problems using business application or inquiring how to use specific aspects of the applications.

Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue and logs in tracking system.

Escalates issues 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.

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.

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

Skill	Required/Desired	Amount	of Experience
Promptly answer help desk phone	Required	3.0	Years
Promptly respond to help desk emails	Required	3.0	Years
Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource	Required	3.0	Years
Perform agency computer repairs, as needed	Required	3.0	Years
Install software/updates on agency computers as needed	Required	3.0	Years
Assist senior technical staff as requested with lower level job tasks such as acquiring data and running reports	Required	3.0	Years
Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery	Required	1.0	Years
Create ServiceNow incidents for all phone and email requests	Required	1.0	Years
Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment	Required	1.0	Years