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Help Desk Analyst

Software Technology Inc -
Harrisburg, PA

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Job Details

Qualifications

Operating systems
Email customer support
Technical support via phone
Phone communication
5 years
Research
Mid-level
Incident Escalation
User training (technical support)
Policy & process development
Computer hardware
Desktop (troubleshooting support)
Customer engagement
Developing new training programs
Telephone systems
Instructional materials development
Technical support via email
Hardware diagnostics
Escalation handling
Backlog management
Communication skills
Developing technical user guides
Service level agreement (SLA) management
IT consulting

Full Job Description

Title: CEDC - Help Desk Analyst

Location: Harrisburg PA

Duration: Long Term

Description:
Training required on-site to start for at least two weeks before engagement will be fully remote. This position could potentially require 24/7 on-call role added in the future.

This position will provide IT phone and email support for the Conservation & Environment Delivery Center (CEDC)including Commonwealth employees in 3 agencies and 2 boards, and the public using CEDC websites.

Training will occur in a CEDC facility in Harrisburg. After training, this will be a telework from home position. The candidate will be expected to have a dedicated workspace available for a Commonwealth provided computer and a stable internet connection.

Role Description:

Manage expectations at all levels: customers/end users, executive sponsors.
Ensure quality standards are followed.
Monitor the team's open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.
Act as the escalation point for high priority support issues.
Able to make recommendations on policies on system use and services.
Acts as a subject matter expert for one or more custom or COTS applications.
Talks to programmers to explain software errors or to recommend changes to programs.
May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
Write software and hardware evaluation and recommendations for management review.
Write or revise user-training manuals and procedures.
Develops training materials, such as exercises and visual displays.
Provides technical assistance, support, and advice to end users for hardware, software, and systems.
Provides hands-on technical assistance to business and technical users.
Investigates and resolves computer software and hardware problems of users.
Serves as a contact for level 1 support.
Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
Determines whether problem is caused by hardware, software, or system.
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 listeningto and following instructions.
Experienced with a variety of call-tracking software and systems.
Reads trade magazines and engages in independent study to maintain current industry knowledge.
Follow quality standards and displays strong customer service skills.
Able to work in a team environment.
Complete assigned tasks.
Strong communication skills; both written and spoken.

Qualifications

5+ years of Help Desk experience

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