Job Description :
Our direct client is looking for an Tier 1 Help Desk Support for a Contract in Harrisburg, PA.
Job Description:
- Client requires the services of an experienced Analyst with the primary responsibility to provide Tier 1 Service Desk support for treatment providers using a recently implemented data system.
- The candidate will serve as the first point of contact to answer phone calls and emails to log in the IT Service Management Tool and provide Tier 1 troubleshooting.
- The candidate will work with non-technical staff at client''s location and technical staff at a 3rd party vendor to escalate and resolve incidents at Tier 2 and Tier 3.
- The candidate will assist in testing, requirements gathering, and data analysis as time permits.
Specific Duties:
- Serves as primary contact for tier 1 support of Data System used by treatment providers throughout the Commonwealth (Password resets, user access, usability and general system troubleshooting)
- Strong communication skills; both written and spoken.
- Experience with Service Now or other relevant IT Service Management toolset
- ITIL v3 Foundations Certification Preferred
- Additional requirements may include (as time permits):
1. Assist in User Acceptance Testing (UAT) including test case creation, execution and defect management
2. Monitor and analyze provider data entry to identify potential data issues using excel and application screens
3. Works with users to ensure that solutions meet business requirements
4. Complete assigned tasks as required to assist in the implementation, design, training or support of PA WITS
SKILLS MATRIX:
- 4 year college degree or equivalent - Nice to have
- Worked on a help desk - Required - 2 Years
- Experience with Service Now or other relevant IT Service Management toolset - Nice to have
- ITIL v3 Foundations Certification Preferred - Nice to have
- Strong communication skills; both written and spoken - Required
- Experience using formal requirements gathering methodologies - Highly desired - 4 Years
- Experience developing business, functional, and non-functional requirements - Highly desired - 4 Years
- Experience developing Requirements Traceability Matrix - Not Required - 4 Years
- Serves as primary contact for tier 1 support (Password resets, user access, usability and general system troubleshooting) - Required
- User Acceptance Testing (UAT) including test case creation, execution and defect management - Desired
- Identify potential data issues - Desired
- Working with users ensure that solutions meet business requirements - Desired
Location: Harrisburg, PA
Type: Contract
Please send resume to "jobs at etechnovision dot com" with A2567A in Subject for immediate consideration.