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Posted: Tuesday, December 5, 2017 4:07 PM

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Help Desk Analyst - PA
Location: Harrisburg, PA Duration: 12/18/17 - 6/30/18 Interview: In-person only Submission Deadline: 12/14/17
Help Desk Analyst 1 (HDA1) - 2 to 3 years field experience. 2 year associates degree or equivalent technical study.
The Help Desk Analyst performs the skills listed below.
• 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.
• Additional Skills & Experience:
• 1+ years supporting technology in a fast paced environment.
• 2+ years’ experience with Windows 7 operating system.
• 2+ years’ experience with PC troubleshooting and repair.
• Knowledge of Microsoft Windows 7 with emphasis on troubleshooting.
• Experience with Microsoft Office products including Word, Excel and Outlook. Knowledge of and interest in emerging technologies.
Please assure your resume lists your experience in the following areas:
Required:
Experience with call tracking and ticketing software - 2 years
Incident Management experience - Managing incidents including business expectations and communication - 2 years

Basic User and Security Group Active Directory administration - 2 years
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2013 - 2 years
Experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation) - 2 years
Previous IT Service Desk and/or Call Center experience - 2 years
Attentive to details and ability to be resourceful (using supplied documentation
Ability to support users with limited knowledge of computers, software, hardware, and systems
Excellent communication and telephone manner
Excellent organizational skills
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
Qualified Candidates contact lysa@iorbitsolutions.com

• Location: Harrisburg, Harrisburg, PA

• Post ID: 58137457 harrisburg
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