Job Details:- |
| Job Title : | Help Desk Analyst |
| Location : | Harrisburg, PA |
| Expected Duration of Project : | 12 Months |
| Start Date : | 08/12/2013 |
| Interview Type : | Personal |
| Duties & Responsibilites : | Tasks include:
- Receive calls for assistance, elicit information, and perform hardware and software diagnostic procedures including use of utility programs in diagnosis and troubleshooting of IT hardware and software.
- Refer Tier 2 calls to technical staff via Remedy or service providers
- Resume or restore mainframe, LAN and user IDs and passwords through RACF or Active Directory
- Restart or reset local and remote hardware devices
Education:
- 2 year college degree or equivalent technical study
Role Description:
- Provide service and preventive maintenance activities on element exchange/baseline products (products with element exchange service and traditional maintenance philosophies; i.e., terminals, printers, personal computers, etc.).
- Able to diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
- Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
- Take active role in suggesting peripheral equipment.
- Detect and correct equipment errors.
- Prioritize and schedule own workload.
- Needs technical assistance on complex problems
- Assist in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
- Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
- Implement shared software, such as operating systems, configuration management tools
- Communicate accurate and useful status updates.
- Manage and report time spent on all work activities.
- Follow quality standards.
- Ability to work in a team environment
- Complete assigned tasks.
- Strong communication skills; both written and spoken. Plus the following:
- Knowledge of system relationships and telecommunications.
- Application of technical skill to a variety of equipment types.
- Diagnoses and repairs industry systems products.
- Perform routine service and repairs on industry system products without assistance.
- Anticipate and resolve issues specific to the team.
- Determine time estimates and schedule for own work and resolve issues in a timely manner.
- Identify and track issues, risks and action items.
Skills Required / Desired:
- Field experience (i.e. Hands on PC Support experience). Required 3 Years
- Provide service and preventive maintenance. Required 3 Years
- Diagnose/coordinate repair of prod by dispatching & tracking Service Provider Required 3 Years
- Identify and track issues, risks, and action items Required 3 Years
- Experience w/Remedy or equivalent problem tracking Required
- Experience using an Automated Call Distribution System (ACD) Required |
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