Hello
Hope you are doing well
Job: DOS Help Desk Analyst HDA2 A4 SC3
Location :Harrisburg PA
Client : State of PA
Duration: Long Term
Job ID: 745668
Contractors will work 5 days in the office and 5 days out of the office.
They can actually do 8AM 4:30AM or 8:30AM to 5PM whichever of those two shifts they want.
They may come into the office while they are in training though and once they get up to speed then will be put in the telework mix.
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 emails 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 coworkers 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.
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 intercompany mail envelopes for pickup and delivery
Required
1
Years
Create ServiceNow incidents for all phone and email requests
Required
1
Years
Provide assistance with cable cleanup installations data center cleaning moving or racking of equipment
Thanks & Regards.
Manikanta Yerra
Technical Recruiter
1601 N Harrison Ave STE # 2B Pierre SD 57501
Email:
Our thoughts hold the power to build bend or break our circumstances.
Certified Minority Business Enterprise (MBE)
An EVerify Company
DISCLAIMER: The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review retransmission dissemination or other use of or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you received this in error please contact the sender and delete the material from any computer or if you want to be REMOVED please reply with REMOVE in the Subject line of this email.
Help Desk Harrisburg PA
