Helpdesk Analyst - Hybrid

Job Title: Helpdesk Analyst - Hybrid



Duration (Contract): 8-9 Months



Client Location: Harrisburg, PA

Location Preference: Hybrid

Job Description:

The Help Desk Analyst is doing call centre 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 Call Centre Analyst analyses 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, Experiences, Education and Competencies:

• 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 hourly range for roles of this nature are $18.00 to $20.00/hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.