Help Desk Analyst

Harrisburg, PA, US • Posted 8 days ago • Updated 5 days ago

Contract W2

Contract Independent

Contract Corp To Corp

Able to Sponsor

On-site

$20 - $22/hr

Fitment

Dice Job Match Score™

🫥 Flibbertigibetting...

Job Details

Skills

Business Software
Cabling
Call Center
Communication
Computer Hardware
Database
Help Desk
ServiceNow
Remote Access
Collaboration
Conflict Resolution
Electrical Wiring
HIS
Pick
Problem Solving
Publications
Research

Summary

Help Desk Analyst (HDA1 A4 SC3):

The Help Desk Analyst is doing call center work. They are taking calls and helping people on the computer with logins, resets and assistance getting through applications and escalating tickets to tier two when necessary. There is no wiring, hooking up or unhooking anything, no remote access nothing like that.

The Call Center Analyst analyzes and troubleshoots business application support problems and applies his or her understanding of computer software and hardware products and application services to resolve user problems.
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.

Skill	Required / Desired	Amount of Experience	Total Years	Last used
Promptly answer help desk phone	Required	3 Years
Promptly respond to help desk emails	Required	3 Years
Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource	Required	3 Years
Perform agency computer repairs, as needed	Required	3 Years
Install software/updates on agency computers as needed	Required	3 Years
Assist senior technical staff as requested with lower level job tasks such as acquiring data and running reports	Required	3 Years
Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery	Required	1 Years
Create ServiceNow incidents for all phone and email requests	Required	1 Years
Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment	Required	1 Years

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: 10179676
Position Id: 8895205
Posted 8 days ago

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