Top 3546 Tier Help Desk Jobs

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Help Desk Analyst

Software Technology Inc -
Harrisburg, PA

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Job Details

Qualifications

IT user and group management
Data permissions
Phone communication
Windows
Microsoft Office
Productivity software support
Computer hardware
Desktop (troubleshooting support)
Customer support ticket management
Ticketing system technical support
Client interaction via phone calls

Full Job Description

Job Title: Help Desk Analyst

Location: Harrisburg, PA

Duration: 12+ Months

8am to 4.30pm

Description:
Help Desk Analyst - 1+ year of field experience. 2-year associates degree or equivalent technical study.
There are two available Tier 1 positions.

***This requisition has an hour-long in-person interview.***
***Client would prefer candidates local to the Harrisburg, PA Area.***

The training cycle for these positions run 3-4 weeks, so start dates would most often fall 2 to 3 weeks from the date of acceptance. Two successful candidates could be in each training class due to the team's training limitation.

This team teleworks on every Friday.
This position is 100% onsite and at The Riverfront Office Center (ROC) (the main DMVbuilding along the Susquehanna River, just south of I-83), specifically located at-
1101 South Front St., Harrisburg, PA 17104

Since the team moved to that location there is no longer a need to bring a $20 check as PennDOT doesn't charge for badges there.

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.

PennDOT 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.

***Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks' notice beforehand.***

Quick Apply

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