Position: Help Desk Analyst
Location: Harrisburg, PA
Duration: 6+ Months
All positions will have a 37.5 hour work week.
Interview Requirements: Candidate must show valid state or federally-issued photo ID during the interview..
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.
- 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 listening to 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.
- Strong communication skills; both written and spoken.
5+ years of Help Desk experience
Required/Desired Skills
Skill
Required / Desired
Amount
of Experience
Help Desk Analyst experience
Required
5
Years
Experience resolving technical and non-technical user issues and escalating as necessary
Job Types: Full-time, Contract
Pay: $16.00 - $18.00 per hour
Expected hours: 37.5 per week
Schedule:
- Day shift
- Monday to Friday
Application Question(s):
- Are you fine with the rate $18/hr with NO Benefits -
- Email Address -
Experience:
- Help desk: 5 years (Preferred)
- resolving technical and non-technical user issues: 3 years (Preferred)
- non-technical user issues and escalating as necessary: 3 years (Preferred)
Work Location: In person
