Help Desk Analyst Harrisburg, PAOn-Site

Help DeskAnalyst

Harrisburg PA / On-Site

6 Months

This team teleworks on every Friday.

This position is 100% onsite and at The Riverfront Office Center (ROC) (the main DMV building along the Susquehanna River just south of I-83) specifically located at-

1101 South Front St. Harrisburg PA 17104

Since the team moved to that location there is no longer a need to bring a $20 check as PennDOT doesnt charge for badges there.

• Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks notice beforehand.

The training cycle runs 3-4 weeks so start date would most often fall 2 to 3 weeks from the date of acceptance.

For this particular hiring team management directly emails the candidate to set up interviews. Please provide your candidates e-mail address (and if desired their phone number) under Summary of Qualifications (seen in the Details tab). This should never be in the resume.

This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones password resets and application support. No Tier 2 work will be performed. This is an operational-type job and reliability and communication are key components to making the department successful.

PennDOT seeks someone with customer service experience people skills prefer a team environment and have basic IT experience. They can teach the IT but the candidate either will have or doesnt have people and customer service skills.

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.

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)

You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

1 years previous IT Service Desk and / or Call Center experience required.

Required Experience :

IC

Key Skills

user account,Active Directory,Customer Service,Information Technology,desk support,End user,Project Management,Phone Calls,service levels agreement,Desk Staff,Ltil,Procedures,Setup,hardware,Technical Support

Employment Type : Full Time

Experience : years

Vacancy : 1