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Help Desk Analyst

Crescens Inc.

Harrisburg, PA

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JOB DETAILS
SKILLS
Analysis Skills, Call Centers, Call Monitoring, Communication Skills, Computer Hardware, Computer Software, Customer Support/Service, Diagnostics Solutions/Software, Documentation, Help Desk, Identify Issues, Information Technology & Information Systems, Interpersonal Skills, Local Area Network (LAN), Mainframe Computer, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows 7, Operating Systems, Organizational Skills, Problem Solving Skills, Publications, Quality Metrics, RACF (Resource Access Control Facility), Remedy, Resolve Customer Issues, Software Administration, Team Player, Technical Support, Telephone Skills, Training/Teaching, Trouble Tickets
LOCATION
Harrisburg, PA
POSTED
1 day ago
Job title : Help Desk Analyst
Location: Harrisburg, PA (onsite) (Telework on every friday)
Duration : 12+ Months Contract
Type : Contract

***This requisition has an hour-long in-person interview.***

Short Description:
  • Help Desk Analyst - 1+ year of field experience. 2-year associates degree orequivalent technical study
Position Description :
  • This is a Tier 1 position requiring working on phones all day. This position 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.
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.
  • 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 3 rd 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:
  • 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.

About the Company

C

Crescens Inc.

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. 

COMPANY SIZE
20 to 49 employees
INDUSTRY
Computer/IT Services
FOUNDED
2002
WEBSITE
http://crescensinc.com/

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