Tier 1 Help Desk Analyst
4 weeks ago
*Tier 1 Help Desk Analyst*
Duties and Responsibilities:
• 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.
• 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.
Required 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
• 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)
*Work will be IN PERSON at our client's facility in Harrisburg, PA. Interviews will likewise be IN PERSON at that facility.*
_*Serious W2 applicants only. No calls from C2C staffing vendors please.*_
Job Type: Contract
Pay: $18.68 - $20.91 per hour
Experience:
* Help desk: 1 year (Preferred)
Ability to Commute:
* Harrisburg, PA (Required)
Ability to Relocate:
* Harrisburg, PA: Relocate before starting work (Required)
Work Location: In person
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