Tier 1 Help Desk Analyst :: Harrisburg, PA (Onsite)

Ark Solutions Inc is looking for Tier 1 Help Desk Analyst!

Position : Tier 1 Help Desk Analyst

Location : Harrisburg, PA (Onsite)

Duration : 5 Months and possibility of extension

Description :

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 doesn't have people and customer service skills. Help Desk Analyst - 1 year of field experience. 2-year associates degree or equivalent technical study.

Day-to-day Responsibilities :

• 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 :

Skills Required / Desired Experience 1 years' previous IT Service Desk and / or Call Center experience required Required 1 Year Experience with call tracking and ticketing software Required 1 Year Attentive to details and ability to be resourceful (using supplied documentation) Required 1 Year Ability to support users with limited knowledge of computers, software, hardware and systems Required 1 Year Above average communication skills and telephone manner. Required 1 Year Basic User & Security Group Active Directory administration Required 1 Year Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 Required 1 Year Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) Required 1 Year Excellent organizational skills Required You will be a self-motivated achiever who gains satisfaction from providing excellent customer service Required