Service / Help Desk / Technical Support

The Help Desk Analyst performs the skills listed below-

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.

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.

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.

Experience with call tracking and ticketing software

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

Above average communication skills and telephone manner.

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.

Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks’ notice beforehand.

Resume wise, please do not include filler material (e.g. describing a company's core capabilities/description). Please only include relevant info (e.g. what was done at the job/project). The hiring manager would prefer candidates local to Harrisburg, PA. Is your candidate local to the Harrisburg, PA Area? For this particular hiring team management directly emails the candidate to set up interviews. Did you provide your candidate's e-mail address (and if desired their phone number) under Summary of Qualifications (seen in the Details tab). This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. Do you understand, and will abide by, the provision in your subcontract with OST that it is PROHIBITED for government equipment to be taken or used outside of the United States by your contractors? It will also result in immediate termination of the contractor, and make them ineligible for rehire in the program.