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Help Desk Analyst

2 months ago

Harrisburg, United States LingaTech Full time

Location: Harrisburg, PA - local candidates only

Position Type: Hybrid, will need to be onsite for training and then 5 days in the office and 5 days out of the office.

Contract Length: 9 months


Position Overview:

The Call Center Analyst analyzes and troubleshoots business application support problems and applies his or her understanding of computer software and hardware products and application services to resolve user problems.


Duties:

  • Receives telephone calls and e-mails from users having problems using business applications or inquiring how to use specific aspects of the applications.
  • Ascertains the nature of the problem, determines whether the problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue, and logs in the tracking system.
  • Escalates issues in accordance with defined procedures.
  • Assists users through problem-solving steps.
  • Uses technical databases to research problems, and talks with co-workers to research problems and find solutions.
  • Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
  • Assists in the coordination of changes, upgrades, and new products, ensuring systems will operate correctly in the current and future environment.
  • Provides accurate and complete answers to general use and administrative environment questions in a timely manner.
  • Communicates accurate and useful status updates.

Required Skills:

  • 3 years of experience answering help desk phone
  • 3 years of experience responding to help desk emails
  • 3 years of experience escalating issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource
  • 3 years of experience performing agency computer repairs, as needed
  • 3 years of experience installing software/updates on agency computers as needed
  • 3 years of experience assisting senior technical staff as requested with lower level job tasks such as acquiring data and running reports
  • Experience running daily reports and hand delivering the reports or insert into inter-company mail envelopes for pick-up and delivery
  • Experience creating ServiceNow incidents for all phone and email requests
  • Experience providing assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment