Job Overview:

5 days in the office and 5 days out of the office.
8PM – 4:30AM or 8:30AM to 5PM whichever of those two shifts you want.
Training onsite and once you are capable of working alone, then you will be considered for the telework mix.

The Help Desk Analyst is doing call center work. 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, Pretty straight forward!
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.
Role Description:

• 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.

Must have:

3 years experience promptly answering help desk phone

3 years experience promptly responding to help desk emails

3 years experience escalateing issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource

3 years experience performing agency computer repairs, as needed

3 years experience installing software/updates on agency computers as needed

3 years experience assisting senior technical staff as requested with lower level job tasks such as acquiring data and running reports

3 years experience running daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery

1 year experience creating ServiceNow incidents for all phone and email requests

1 years experience providing assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment

I will need the resume to emailed to me in word format with all your contact information included.

Must reside within an hours drive of Harrisburg, PA

Job Types: Full-time, Contract, Permanent, Temporary

Pay: $20.48 - $21.62 per hour

Expected hours: 30 – 40 per week

Experience level:

• 1 year
• 2 years

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekdays
• Weekends as needed

Experience:

• Help desk: 3 years (Required)
• ServiceNow: 1 year (Required)

Ability to Commute:

• Harrisburg, PA 17101 (Required)

Ability to Relocate:

• Harrisburg, PA 17101: Relocate before starting work (Required)

Work Location: In person