Helpdesk Analyst with call center, call tracking/ticketing, incident management, Active Directory admin, Windows, Office 365 and user support experience

Job ID: PA-632732 (92691020)

Helpdesk Analyst with call center, call tracking/ticketing, incident management, Active Directory admin, Windows, Office 365 and user support experience

Location: Harrisburg, PA (PennDOT)
Duration: 2 months
Interview: In Person Only (prefer candidates local to the Harrisburg, PA Area)

Skills:
Previous IT Service Desk and/or Call Center experience required Required 2 Years
Experience with call tracking and ticketing software Required 2 Years
Attentive to details and ability to be resourceful (using supplied documentation) Required 2 Years
Ability to support users with limited knowledge of computers, software, hardware and systems Required 2 Years
Excellent communication skills and telephone manner. Required 2 Years
Excellent organizational skills Required 2 Years
Incident Management experience – Managing incidents including business expectations and communication Required 2 Years
Basic User & Security Group Active Directory administration Required 2 Years
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 Required 2 Years
Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) Required 2 Years
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service Required 2 Years

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
– Excellent communication skills and telephone manner.
– Excellent organizational skills
– Incident Management experience – Managing incidents including business expectations and communication
– 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
– 2+ years previous IT Service Desk and/or Call Center experience required.

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