Our government client is looking for an experienced Help Desk Analyst on an onsite 9+ months renewable contract role in Harrisburg, PA.
Position- Help Desk Analyst
Job Description:
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.
The agency 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/Desired Skills:
- 1 year of previous IT Service Desk and/or Call Center experience required Required
- 1 year of Experience with call tracking and ticketing software Required
- 1 year of Attentive to details and ability to be resourceful (using supplied documentation) Required
- 1 year of Ability to support users with limited knowledge of computers, software, hardware and systems Required
- 1 year of Above average communication skills and telephone manner Required
- 1 year of Basic User & Security Group Active Directory administration Required
- 1 year of Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 Required
- 1 year of Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) Required
- Excellent organizational skills Required
- You will be a self-motivated achiever who gains satisfaction from providing excellent customer service Required .
About Vector:
Vector Consulting, Inc., (Headquartered in Atlanta) is an IT Talent Acquisition Solutions firm committed to delivering results. Since our founding in 1990, we have been partnering with our customers, understanding their business, and developing solutions with a commitment to quality, reliability and value. Our continuing growth has been and continues to be built around successful relationships that are based on our organization's operating philosophy and commitment to People, Partnerships, Purpose and Performance - THE VECTOR WAY
Celebrating 30 years of service.