Help Desk Analyst, Tier 2 Technical Support

Job Description

Job Description

We have a Contract assignment available with our client in Mechanicsburg, PA.

Position:  Help Desk Analyst, Tier 2 technical support for hardware and software with 3+ years of experience.

Location: Mechanicsburg, PA

Duration: 6+ Months

This position requires an in-depth background check, including fingerprinting and requires successful results.

***This is a full-time 100% onsite position (1920 Technology Parkway Mechanicsburg, PA 17055).***

***The individual is required to pick up commonwealth-issued equipment the first day.***

***The method of interview is virtual via Teams with the candidate's participation with video-enabled.***

***Work hours: 8 AM - 4 PM (40 hours per week). Management is flexible with regards to if a contractor wishes to start their day at let’s say 7:30 AM. However, they need to be available during DOC's core hours. Specifics can be discussed at the interview.***

Main tasks will be familiarizing with CI Inbox/Support; participate in trips for CI projects; organizing network swaps for CI; working on standalone Win 10 general upgrades; working to implement Opti-Text for the garment shops.

Position Purpose:

This position serves as an Information Technology (IT) and Field Services Section Support Analyst responsible for 2nd level support in troubleshooting and resolving hardware and software issues for Correctional Industries (CI).  This is not remote work and is 100% onsite.

Description of Duties:

·         Troubleshoots, diagnoses, and resolves hardware, software, network and inter-connectivity issues. Contracts technical staff or arranges for vendor service when necessary, and follows up to ensure work is completed appropriately. Services printers. Restores data to file servers and workstations and re-configurements for the Local Area Network (LAN). Coordinates networking, distributed systems, and data communications by selecting and allocating proper hardware, and programming applications. Participates in network setups, including all hardware and software necessary for network operation and functionality.

·         Acquires, installs, and maintains hardware and software. Installs network hardware, software and components according to installation standards to ensure operability. Obtains approvals and supervisory clearance to install SAP, SCSC, E-mail, Internet, mainframe, etc. Installs newly revised software, such as operating systems, utilities, Internet, SAP, E-mail, etc. and other network software; enters commands and observes system functions to verify correct system operation. Modifies and manipulates group policy. Installs, terminates, tests, and maintains all types of cables and wiring found in a networked environment. Transfers user files and programs as needed or when an upgrade is performed.

·         Reviews and recommends hardware and software purchases and system integration/installation. Works with users to determine needs and specify IT requirements. Assesses capabilities of current computer resources for migration to a new computing environment by performing interoperability tests on operating system, network, and application software. Provides definitions, testing, and documentation; and coordinates the purchase of hardware and software needed. Prepares work statements for contractual support, and utilizes departmental standards and policies in the procurement of IT related equipment and services.

·         Participates in the review, evaluation, and reporting of the capabilities and limitations of industry technologies relative to the open systems environment. These include, analyzing security services and directory services. Develops and/or contributes in the development of information technology systems by testing and evaluating beta products and applications associated with institutional and agency applications.

·         Performs and annual Bureau wide inventory of all DOC maintained computer equipment, software and peripherals. Ensures the system is updated to reflect new equipment and equipment location changes.

·         Conducts formal and informal information technology training for users and provides training on use of hardware systems and software applications. Participates in the development of training materials, manuals, bulletins, and other user aids. When an employee receives new hardware and/or software more detailed training sessions are provided to assure ease of use.

Required/Desired Skills

Skill

Required / Desired

Amount

of Experience

Tier 2 technical support for hardware and software

Required

3

Years

At least 3 years of relevant experience.

Required

3

Years

Sarum LLC
68-60 Austin Street, Suite 403,
Forest Hills, NY 11375
Phone# View phone number on ziprecruiter.com

Email : infoATmysarum.com