Job Description
Job Title: Help Desk Analyst
Location: Harrisburg, PA
Duration: 8+months
Type: Contract
100% Onsite
Job Summary:
Role Description:
Required:
Location: Harrisburg, PA
Duration: 8+months
Type: Contract
100% Onsite
Job Summary:
- The Help Desk Analyst is doing call center work.
- They are taking calls and helping people on the computer with logins, resets and assistance getting through applications and escalating tickets to tier two when necessary.
- There is no wiring, hooking up or unhooking anything, no remote access nothing like that.
- The Call Center Analyst analyzes and troubleshoots business application support problems and applies his or her understanding of computer software and hardware products and application services to resolve user problems.
Role Description:
- Receives telephone calls and e-mails from users having problems using business application or inquiring how to use specific aspects of the applications.
- Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue and logs in tracking system.
- Escalates issues in accordance with defined procedures.
- Assists users through problem solving steps.
- Uses technical databases to research problems, and talks with co-workers to research problem and find solution.
- Makes appropriate use of reference publications and diagnostic aids in resolving technical problems. Assists in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
- Provides accurate and complete answers to general use and administrative environment questions in a timely manner.
- Communicates accurate and useful status updates.
- Manages and reports time spent on all work activities.
- Follows quality standards.
- Able to work in a team environment.
- Completes assigned tasks.
- Strong communication skills; both written and spoken
Required:
- Promptly answer help desk phone
- Promptly respond to help desk emails
- Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource
- Perform agency computer repairs, as needed
- Install software/updates on agency computers as needed
- Assist senior technical staff as requested with lower level job tasks such as acquiring data and running reports
- Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery
- Create ServiceNow incidents for all phone and email requests
- Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment
Numbers & Facts
| Location | Harrisburg, PA |
| Industry | Computer/IT Services |
| Company Size | 20 to 49 employees |
| Year Founded | 2002 |
| Website | http://crescensinc.com/ |
About Company
Crescens Inc. is an industry leader in providing IT staffing services and tailored workforce solutions to meet the demanding expectations and distinctive needs of clients across the United States and Canada. We have grown tremendously in the past years and have been applauded by our clients for the quality of workforce and the quick turnaround time. We have evolved from good service to great service and all management plans are geared towards quality.
Our vision is to be the best in Talent Acquisition and strive for excellence consistently by focusing on four performance dimensions; Quality, Efficiency, Cost and Risk. A satisfied client and candidate are the backbone to our continued success. Headquartered in New Jersey, we are a team with unique expertise to deliver exceptional results to our clients by setting benchmarks and establishing best practices.
Skills
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