Help Desk Analyst - Harrisburg, United States - Keystone Human Services

Keystone Human Services

Verified Company

Harrisburg, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Keystone Human Services has an exciting opportunity for a
Help Desk Analyst to work out of our Harrisburg, PA office.

The Help Desk Analyst assists employees with friendly and consistent support and guidance in a call center environment. This position provides quick, clear, and accurate solutions to support the achievement of organizational goals and objectives.

Responsibilities Include, but are not limited to

Accepts and registers Service Calls
Effectively collaborates with end users and handles stressful situations involving callers
Tracks the progress of assigned Service calls throughout the process, from start to finish, to ensure that issues and requests are resolved within the agreed Service Level Agreement (SLA)
Attempts to resolve employee issues on the first execution
Refers Service Calls to second level support when necessary
Escalates calls and requests to the appropriate management level when thresholds are violated
Communicates internally and externally the status of service calls with end users
Updates data in tracking software as required

Minimum Requirements:

High School Diploma or equivalent and two years computer support experience
or an associate degree in computer science with six months of computer support experience required.
A+ Certification or equivalent hardware skills preferred.
Functional knowledge of internet security and data privacy principles.
Experience with Local Area Networks (LAN), Wide Area Networks (WAN) and Virtual Private Network (VPN) preferred.
Ability to prioritize, manage and troubleshoot multiple projects using effective timemanagement and organizational skills.
Access to a privately maintained and insured vehicle and valid driver's license.

Keystone Human Services is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, gender identity or any other protected characteristic under federal, state or local law.

We believe in diversity and encourage any qualified individual to apply.

Disclaimer:

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job.

It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.