IT Help Desk Analyst - Harrisburg, United States - Sarum, LLC

Sarum, LLC

Verified Company

Harrisburg, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Position
:
Help Desk Analyst

Location:
Harrisburg, PA

Duration: 6+ Months

Help Desk Analyst - 1+ year of field experience. 2-year associates degree or equivalent technical study.

This requisition has an hour-long in-person interview at The Server Farm.
This position is 100% onsite and at the PennDOT Server Farm. There is free off-street parking on-site around the building. This team teleworks on every Friday.

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.
Talks with technical and nontechnical coworkers 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 36
Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
You will be a selfmotivated achiever who gains satisfaction from providing excellent customer service
1+ years previous IT Service Desk and/or Call Center experience required.

Required/Desired Skills

Skill

Required / Desired

Amount

of Experience
1+ years' previous IT Service Desk and/or Call Center experience required

Required

1

Years

Experience with call tracking and ticketing software

Required

1

Years

Attentive to details and ability to be resourceful (using supplied documentation)

Required

1

Years

Ability to support users with limited knowledge of computers, software, hardware and systems

Required

1

Years

Above average communication skills and telephone manner.

Required

1

Years

Basic User & Security Group Active Directory administration

Required

1

Years

Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365

Required

1

Years

Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)

Required

1

Years

Excellent organizational skills

Required

You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

Required

Job Types:
Full-time, Contract

Pay:
$ $22.00 per hour

Expected hours: 37.5 per week

Benefits: