Helpdesk Analyst

Job Title: Helpdesk Analyst



Duration (Contract): 9 Months



Client Location: Harrisburg, PA 17104

Location Preference: Onsite

Job Description:

As a Helpdesk Analyst, your role is 100% on the phones, password resets, and application support. No Tier 2 work will be performed. This is an operational-type job and reliability, and communication are key components to making the department successful. Client 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.

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, Experiences, Education and Competencies:

• • Experience with call tracking and ticketing software

  • Attentive to details and ability to be resourceful (using supplied documentation)

  • Ability to support users with limited knowledge of computers, software, hardware, and systems

  • Above average communication skills and telephone manner.

  • Excellent organizational skills

  • Basic User & Security Group Active Directory administration

  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365

  • Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)

  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

  • 1+ years previous IT Service Desk and/or Call Center experience required.

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.