Helpdesk Analyst

Role : Help DeskAnalyst

Location : Dauphin County PA(Localsonly)

In PersonInterview

The training cycle for these positions run 34weeks so start dates would most often fall 2 to 3 weeks from thedate of acceptance.

Two possibly three successful candidates couldbe in each training class due to the team s traininglimitation.

This team teleworks on everyFriday.

This positionis 100% onsite and at The Riverfront Office Center (ROC) (the mainDMV building along the Susquehanna River just south of I83)specifically located at

1101 South Front St. Harrisburg PA17104

Since the team moved to that location there isno longer a need to bring a $20 check as PennDOT doesnt charge forbadges there.

This is a Tier 1 position requiring working onphones all day. This position is 100% on the phones password resetsand application support.

No Tier 2 work will be performed. This isan operationaltype job and reliability and communication are keycomponents to making the departmentsuccessful.

PennDOT seeks someone with customer serviceexperience people skills prefer a team environment and have basicIT experience.

They can teach the IT but the candidate either willhave or doesn t have people and customer serviceskills.

The Help Desk Analyst performs theskills listed below

Providestechnical assistance support and advice to end users for hardwaresoftware and systems via phone.

Investigates andresolves computer software and hardware problems ofusers.

Answersquestions applying knowledge of computer software hardware systemsand procedures.

Talks withtechnical and nontechnical coworkers to research problem and findsolution.

Asks user withproblem to use telephone and participate in diagnostic proceduresusing diagnostic software or by listening to and followinginstructions.

Create andescalate Remedy trouble tickets to Tier 2 Service Desk staff and / or3rd Party Service Providers as needed to ensureresolution.

Follow qualitystandards and displays strong customer serviceskills.

Able to work ina team environment.

Completeassigned tasks.

Excellentcommunication skills; both written andspoken.

Reset or restoremainframe LAN and User IDs and passwords through RACF or ActiveDirectory

Diagnose andcoordinate the repair of products by dispatching and tracking thework of appropriate Service Providers.

Research andupdate as needed reference publications and diagnostic aids to seekinformation necessary to resolve end userissues.

RequiredSkills :

Experience withcall tracking and ticketing software

Attentive todetails and ability to be resourceful (using supplieddocumentation)

Ability tosupport users with limited knowledge of computers software hardwareand systems

Above averagecommunication skills and telephone manner.

Excellentorganizational skills

Basic User &Security Group Active Directoryadministration

Strong knowledgeof Microsoft based operating systems with emphasis on Windows 7 andOffice 365

Experience withusing and troubleshooting Office 365 within a network environment(permissions calendar sharing delegation)

You will be aselfmotivated achiever who gains satisfaction from providingexcellent customer service

1 years previousIT Service Desk and / or Call Center experiencerequired.

Thanks andRegards

SantoshYambari

Sr. ITRecruiter

Officex1009

1103 Schrock Road Suite102

Columbus OH43229

MBE & SBA 8(a)Certified

Direct

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Candidates andVendors

For H1b visa and EAD (GC or OPT) we will needa copy of visa DL passport and I94 on day of joining. Please do NOTsubmit for position if you or your candidate are not willing toshare these items by joining date as we will match copies of visainformation and DL submitted with originals inperson.