Help Desk Analyst

Job:
Help Desk Analyst (733017)

Location : 613 North Drive, Harrisburg, PA 17120

Consultant Pay rate:$24 /hr on W2 (All Inclusive)

Help Desk Analyst 3 (HDA3) - 5 plus years field experience.

Summary:

The Help Desk Analyst analyzes and troubleshoots computer support problems and applies an understanding of computer software and hardware products and services to resolve user problems. The Help Desk Analyst is knowledgeable on the usage and support of the products that run on the Windows operating system. The Help Desk Analyst provides hands-on technical assistance to business and technical users and investigates and resolves computer software and hardware problems for users.

The Help Desk Analyst serves as a contact for level 1 support and assists users who are experiencing issues using computer software, hardware, and operating systems, escalating issues, as necessary. The Help Desk Analyst determines whether issues are caused by hardware, software, or system and answers questions, applying knowledge of computer software, hardware, systems, and procedures. The Help Desk Analyst also participates in infrastructure projects such as operating system upgrades, asset renewal initiatives, and application roll outs.

Up to 25% will be spent on field/project activities.

Description:

• Receives calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
• Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.
• Escalates problems 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.
• Tests software and hardware for troubleshooting and problem resolution.
• Able to diagnose and detect correct equipment errors and repair products by replacing worn or broken parts, and making technical adjustments.
• 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.
• Supports shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• 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.

Microsoft certifications preferred Highly desired

5 plus years field experience Required

Microsoft 365/Windows OS - Windows 10 Required

Microsoft Edge support Required

Microsoft SharePoint Online experience Required

Microsoft Dynamics 365 Customer Service Required

Personal Computer Desktop, Laptop, Mobile devices Required

Network Printers Required

Microsoft Access & PowerPoint 365 Required

Google Chrome and Mozilla Firefox Required

Power Shell Required

Active Directory Required

Windows Hello for Business Required

Windows Server Required

Microsoft Configuration Manager (SCCM) Required

Networking (wired and wireless) Required

Network Security concepts Required

Excellent verbal and written communication skills Required

Ability to work both independently and team environment Required

Strong customer service mindset

Education: 4-year college degree in Computer Information Systems or equivalent technical study

What we are:
My3

Tech is an IT services firm focused on catalyzing transformational IT initiatives of its clients through deep domain knowledge, technology expertise and customer commitment. A trusted long-term service provider for various state governments across both the software product development and IT Staff Augmentation.
Certified Minority Business Enterprise (MBE) with over 13 years of experience
We are CMMI Level 3 Certified for both IT Development and IT Services, ISO 27001:2022 certified for Information Security Management, and ISO 9001:2015 certified for Quality Management Systems.