Title: Help Desk Analyst/Call Center Analyst
Harrisburg PA - Onsite
Duration: 12 Months
Required Exp: 3 to 5 years
Note:
Contractors 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.
They may come into the office while they are in training though and once they get up to speed, then will be put in the telework mix.
Description:
The Call Center 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.
Required Skills:

• 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 delivery
• Create ServiceNow incidents for all phone and email requests
• Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment

Role Description:

• Receives telephone calls and e-mails from users having problems using business applications or inquiring how to use specific aspects of the applications.
• Ascertain the nature of the problem, determine whether the problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue and logs in the 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 problems and find solutions.
• 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 environments.
• 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.
• Follow quality standards.
• Able to work in a team environment.
• Completes assigned tasks.
• Strong communication skills; both written and spoken.

About eGrove Systems:
eGrove Systems is a high profiled IT Solution provider to a wide clientele across the country. Our solutions include e-commerce customization, mobile app development, digital marketing and website optimization. We are always on the lookout for the right talents to join our team. You can visit the web page about us (www.egrovesys.com) for more details about our company.
eGrove Systems is an Equal Opportunity/ Affirmative Action Employer/ Minority/ Female/ ADA/ Veterans Employer.