Help Desk Analyst Opportunity For Your Consideration

Become a member of a growing team of Information Technology professionals making an impact and providing solutions for Government and Commercial clients since 1996 Join the Domino Tech Team!

Accepting Candidates Until 06/27/2024 at 2:00 PM

The Position:
Client: Commonwealth of Pennsylvania Department Of State (DOS)
Position Title: DOS - Help Desk Analyst HDA2 (740992)
Location: Hybrid; Remote Off-Site and On-Site in Harrisburg, PA
Duration: Initial term through 06/30/2025 ( Annual Renewal in 1-Year Terms)

Note: Position is hybrid; on-site in the office for initial training and once up to speed, then will be put in the telework mix which consists of 5 days in the office and 5 days out of the office. Candidates must currently live within reasonable commuting distance (1-hour/50-miles) of Harrisburg PA.

The Help Desk Analyst is doing call center work. They are taking calls and helping people on the computer with logins, resets and assistance getting through applications and escalating tickets to tier two when necessary. There is no wiring, hooking up or unhooking anything, no remote access nothing like that. The Help Desk Analyst analyzes and troubleshoots business application support problems and applies his or her understanding of computer software and hardware products and application services to resolve user problems.

- 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.
- Follows quality standards.
- Able to work in a team environment.
- Completes assigned tasks.
- Strong communication skills; both written and spoken.

The Preferred Skills and Experience:
- 3 Years: Promptly answer help desk phone
- 3 Years: Promptly respond to help desk emails
- 3 Years: Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource
- 3 Years: Perform agency computer repairs, as needed
- 3 Years: Install software/updates on agency computers as needed
- 3 Years: Assist senior technical staff as requested with lower-level job tasks such as acquiring data and running reports
- 1 Years: Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery
- 1 Years: Create ServiceNow incidents for all phone and email requests
- 1 Years: Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment

The Company:
The mission of Domino Technologies, Inc. is to provide clients with IT solutions for their individual business processes that lead to strategic market advantages. Since its founding in 1996, the Domino Tech Team has built a solid record of performance working with clients in the Government and Commercial sectors.

The Perks:
- Excellent Market Salary
- Competitive Benefits
- Paid Holidays and Vacation
- Positive Work-Life Balance

The Location:
Domino Technologies is based in the Harrisburg area the capital city of the Commonwealth of Pennsylvania and the county seat of Dauphin County. Located on the east bank of the Susquehanna River, Harrisburg is the anchor of the Susquehanna Valley metropolitan area.

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