Help Desk Analyst 3 (HDA3

Help Desk Analyst 3 (HDA3)

Location:

613 North Drive, Harrisburg, PA 17120

Duration: 12+ months with possible yearly renewal

Payrate: $$$/hr. on W2 all Inclusive

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.

Education:

• 4-year college degree in Computer Information Systems or equivalent technical study
• Microsoft certifications preferred.

Requirements:

• Excellent verbal and written communication skills
• Ability to work both independently and team environment.
• Strong customer service mindset
• Microsoft 365/Windows OS
  - Windows 10
• Microsoft Edge support
• Microsoft SharePoint Online experience
• Microsoft Dynamics 365 Customer Service
• Personal Computer Desktop, Laptop, Mobile devices
• Network Printers
• Microsoft Access & PowerPoint 365
• Google Chrome and Mozilla Firefox
• Power Shell
• Active Directory
• Windows Hello for Business
• Windows Server
• Microsoft Configuration Manager (SCCM)
• Networking (wired and wireless)
• Network Security concepts.

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.

Required/Desired

Skills:

• 4-year college degree in Computer Information Systems or equivalent technical study
  - Required - 0
• Microsoft certifications preferred
  - Highly desired - 0
• 5 plus years field experience
  - Required - 5 - Years
• Microsoft 365/Windows OS
  - Windows 10 - Required - 0
• Microsoft Edge support
  - Required - 0
• Microsoft SharePoint Online experience
  - Required - 0
• Microsoft Dynamics 365 Customer Service
  - Required - 0
• Personal Computer Desktop, Laptop, Mobile devices
  - Required - 0
• Network Printers
  - Required - 0
• Microsoft Access & PowerPoint 365 - Required - 0
• Google Chrome and Mozilla Firefox
  - Required - 0
• Power Shell
  - Required - 0
• Active Directory
  - Required - 0
• Windows Hello for Business
  - Required - 0
• Windows Server
  - Required - 0
• Microsoft Configuration Manager (SCCM) - Required - 0
• Networking (wired and wireless) - Required - 0
• Network Security concepts
  - Required - 0
• Excellent verbal and written communication skills
  - Required - 0
• Ability to work both independently and team environment
  - Required - 0
• Strong customer service mindset
  - Required - 0