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Form of workJob Description
Job title : Help Desk Analyst
Location:Dauphin County,PA (Onsite)
Duration : 12 + month
Type : Contract
Note :
*******will work 5 days in the office and 5 days out of the office. They can actually do 8AM – 4:30AM or 8:30AM to 5PM whichever of those two shifts they want*******
Job Responsibilities :
Location:Dauphin County,PA (Onsite)
Duration : 12 + month
Type : Contract
Note :
*******will work 5 days in the office and 5 days out of the office. They can actually do 8AM – 4:30AM or 8:30AM to 5PM whichever of those two shifts they want*******
Job Responsibilities :
- Receives telephone calls and e-mails from users having problems using business application or inquiring how to use specific aspects of the applications. •
- Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue and logs in 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 problem and find solution.
- Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
- Assists in coordination of changes, upgrades and new products, ensuring systems will operate correctly in 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.
- Manages and reports time spent on all work activities.
- Promptly answer Help Desk phone.
- Promptly respond to Help Desk emails.
- Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource.
- Perform agency computer repairs, as needed.
- Install software/updates on agency computers as needed.
- Assist senior technical staff as requested with lower level job tasks such as acquiring data and running reports.
- Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and deliver.
- Create ServiceNow incidents for all phone and email requests.
- Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment.
