Job Description:

Help Desk AnalystHarrisburg, PAOnsiteContract Job Description: This Tier 1 position requires working on phones all day, focusing on password resets and application support. The role is 100% on the phones, with no Tier 2 work involved. This operational-type job emphasizes reliability and communication as key components for departmental success. We are seeking an individual with customer service experience, strong people skills, and a preference for a team environment. Basic IT experience is preferred, but the ability to learn IT skills is essential. The candidate must possess or be willing to develop excellent people and customer service skills. Responsibilities:Provide technical assistance, support, and advice to end users for hardware, software, and systems via vestigate and resolve computer software and hardware problems for users.Answer questions and apply knowledge of computer software, hardware, systems, and procedures.Collaborate with technical and non-technical colleagues to research problems and find solutions.Guide users through diagnostic procedures using diagnostic software or verbal instructions.Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff andor 3rd Party Service Providers as needed.Follow quality standards and demonstrate strong customer service skills.Work effectively in a team plete assigned tasks promptly.Demonstrate excellent communication skills, both written and verbal.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 reference publications and diagnostic aids as needed to resolve end user issues.Required Skills:Experience with call tracking and ticketing software.Attention to detail and resourcefulness in utilizing 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).Self-motivated achiever who gains satisfaction from providing excellent customer service.Minimum 1 year of previous IT Service Desk andor Call Center experience required.Saturday work from 8 AM - 12 PM is scheduled once a quarter, with management providing at least two weeks' notice beforehand.