Please reply to:- Sophia Menezes,Abigail /
[email protected] / 609-606-9010 Ext.# 1410
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| Job Title : | Help Desk Analyst |
| Location : | Dauphin County, PA |
| Expected Duration of Project : | 10 Months |
| Start Date : | 08/11/2014 |
| Interview Type : | Telephonic, Personal |
| Duties & Responsibilites : | -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 using
-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.
Required Experience:
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 and dispatching & tracking Servce Provider Required 3 Years
Ability to 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
Experience working in an Enterprise Level Help Desk environment Required
Education Required
2 year college degree or equivalent technical study
Required Skills:
-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.
Interview Process:
In Person |
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