Job Description :
Core HDA1
Harrisburg, PA
8 Months
Job Description:
Help Desk Analyst 1 (HDA1) - 2 to 3 years field experience. 2 year associates degree or equivalent technical study.
This is a Tier 1 position. You will be working on phones all day. You will not be performing any Tier 2 work.
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.
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
Excellent communication skills and telephone manner.
Excellent organizational skills
Incident Management experience – Managing incidents including business expectations and communication
Basic User & Security Group Active Directory administration
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2013
Experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation)
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
2+ years previous IT Service Desk and/or Call Centre experience required
Required Skills:
Previous IT Service Desk and/or Call Centre experience required
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
Excellent communication skills and telephone manner.
Excellent organizational skills
Incident Management experience – Managing incidents including business expectations and communication
Basic User & Security Group Active Directory administration
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2013
Experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation)
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service