Help Desk/Technical Support

NEED LOCAL CANDIDATES ONLY.

Help Desk Analyst, Tier 2 technical support for hardware and software with 5+ years of experience.

The position is fully onsite at SCI Chester (500 E 4th St, Chester, PA 19013).

***This requisition has an (upwards of hour-long) in-person interview at the worksite where the candidate must bring their identification (e.g. Driver's License) into the facility.***
***Client would prefer candidates local to the Chester, PA Area.***
***Do not resubmit candidates from previously released Help Desk req # 749301.***
***This position will be funded through 6/30/26, so use that date in the RTR. Contract end date is dependent on the final schedule and projected needs.***

The Help Desk Analyst provides Helpdesk Level 2 Support by performing the skills listed below.

Role Description:
• 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.
• Calls software and hardware vendors to request service regarding defective products.
• 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.
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
• 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.
• Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.
• 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.
• Complete assigned tasks.
• Strong communication skills; both written and spoken.
Required/Desired Skills
Skill Required /Desired Amount of Experience Tier 2 technical support for hardware and software Required 5 Years Experience with call tracking and ticketing software Required 5 Years Provides user training, documentation, manuals Required 5 Years Managing and assigning support issues Required 5 Years 4 year college degree in field of specialty or equivalent experience Highly desired 0 Questions
No. Question Question1 The vendor rate is $38.21. Do you accept? Question2 Resume wise, please do not include filler material (e.g. describing a company's core capabilities/description). Please only include relevant info (e.g. what was done at the job/project). Is this reflected in the resume? Question3 If you elect to, please provide your candidate's e-mail address and phone number under Summary of Qualifications (seen in the Details tab). This should never be in the resume. Did you do that? Question4 Inaccurate responses to the skills above will result in your company being omitted from future DOC requisitions. The skills (and applicable experience) must also be explicitly referenced in the candidate resume. Have you confirmed that the responses to the skills above are accurate and reflect the actual experience the candidate possesses? Question5 Where does your candidate currently reside (e.g. city, state)? Question6 The candidate must physically report to SCI Chester (500 E 4th St, Chester, PA 19013) in order for first day processing, possible badging and to pick up commonwealth-issued equipment. Work is on-site. Is this understood? Question7 Do you understand, and will abide by, the provision in your subcontract with OST that it is PROHIBITED for government equipment to be taken or used outside of the United States by your contractors? The consequences of this occurring can and will result in repercussions to you, the prime vendor, regardless if the candidate works for a sub-vendor of yours. It will also result in immediate termination of the contractor, and make them ineligible for rehire in the program. Question8 This position is 37.5 hours per week (every so often there may be a need for 40). Is this understood?

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