Help Desk Analyst - Tier 1

Job Description

Job Description

Help Desk Analyst - Tier 1
* This is a 7-month contract position
*100% Onsite - Local to Harrisburg, PA only, please
*Saturday work is scheduled once per quarter, from 8:00 AM to 12:00 PM.

Description
This is a Tier 1 position requiring the candidate to work on the phones throughout the day. Responsibilities are 100% phone-based and include password resets and application support. No Tier 2 work will be performed. This is an operational support role where reliability and communication are essential to the department's success.

The ideal candidate will have customer service experience, strong interpersonal skills, a preference for working in a team environment, and basic IT knowledge. Technical skills can be taught; however, strong people and customer service skills are essential.

Responsibilities

• Provides technical assistance, support, and guidance to end users regarding hardware, software, and systems via telephone.
• Investigates and resolves computer software and hardware problems reported by users.
• Answers questions using knowledge of computer software, hardware, systems, and procedures.
• Communicates with technical and non-technical coworkers to research issues and identify solutions.
• Guides users through diagnostic procedures over the telephone, using diagnostic software or step-by-step instructions.
• Creates and escalates Remedy trouble tickets to Tier 2 Service Desk staff and/or third-party service providers as needed to ensure resolution.
• Follows established quality standards and demonstrates strong customer service skills.
• Works effectively in a team environment.
• Completes assigned tasks accurately and within established timeframes.
• Demonstrates excellent written and verbal communication skills.
• Resets or restores mainframe, LAN, and user IDs and passwords through RACF or Active Directory.
• Diagnoses issues and coordinates product repairs by dispatching and tracking the work of appropriate service providers.
• Researches and updates reference materials and diagnostic resources as needed to obtain information required to resolve end-user issues.

Required Skills/Knowledge/Experience

• At least 1 year of previous IT Service Desk and/or Call Center experience. (Required)
• At least 1 year of experience with call tracking and ticketing software. (Required)
• At least 1 year of experience demonstrating attention to detail and the ability to use supplied documentation and resources effectively. (Required)
• At least 1 year of experience supporting users with limited knowledge of computers, software, hardware, and systems. (Required)
• At least 1 year of experience demonstrating above-average communication skills and professional telephone etiquette. (Required)
• At least 1 year of basic User and Security Group administration experience in Active Directory. (Required)
• At least 1 year of strong knowledge of Microsoft-based operating systems, with an emphasis on Windows 7 and Office 365. (Required)
• At least 1 year of experience using and troubleshooting Office 365 in a network environment, including permissions, calendar sharing, and delegation. (Required)
• Excellent organizational skills. (Required)
• Self-motivated and dependable, with a strong commitment to providing excellent customer service. (Required)

Proper email communication will only be done to and from @ astyra.com email addresses. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. Please ensure you are communicating within these guidelines and proper channels for the quickest possible interview consideration!
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