Overview
Skills
Job Details
One of our Client is looking for the position of Helpdesk based on following skills:
Location: Harrisburg, PA
Help Desk Analyst - 1+ year of field experience. 2-year associates degree or equivalent technical study.
Client would prefer candidates local to the Harrisburg, PA Area.
This team teleworks on every Friday.
This position is 100% onsite
Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks notice beforehand.
This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. No Tier 2 work will be performed. This is an operational-type job and reliability, and communication are key components to making the department successful.
Client seeks someone with customer service experience, people skills, prefer a team environment and have basic IT experience. They can teach the IT, but the candidate either will have or doesn t have people and customer service skills.
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.
The successful candidate may have to undergo a drug test and background check.
Sincerely,
Rakhi
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