United Software Group
Help Desk Analyst
United Software Group, Dauphin, Pennsylvania, United States, 17018
Hi
I hope you are doing well
Job Title: Help Desk Analyst
Location: Dauphin, PA :: Onsite
Duration: Contract
Description:
They may come into the office while they are in training, and once they get up to speed, they will be put in the telework mix.The Help Desk Analyst is doing call center work.They are taking calls, helping people on the computer with logins, resets and assistance getting through applications and escalating tickets to tier 2 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, hardware products and application services to resolve user problems.Role:•Receives telephone calls and e-mails from users having problems using business applications or inquiring how to use specific aspects of the applications.•Ascertain the nature of the problem, determine whether the problem is caused by hardware such as a modem, printer, cables, or telephone, or is an application issue, and log in to the to the 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 problems and find solutions.•Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.•Assists in the coordination of changes, upgrades, and new products, ensuring systems will operate correctly in current and future environments.•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.•Follow quality standards.•Able to work in a team environment.•Completes assigned tasks.•Strong communication skills, both written and spoken.Skill Matrix:
Promptly answer help desk phone 3 YearsPromptly respond to help desk emails 3 YearsEscalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource (3 years).Perform agency computer repairs, as needed, for 3 YearsInstall software and updates on agency computers as needed for 3 YearsAssist senior technical staff as requested with lower-level job tasks such as acquiring data and running reports 3 YearsRun 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 for 1 YearProvide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment for 1 Year
Thanks with regards,
Lucky Mishra
Technical Recruiter
Office:
614-495-9222
Ext:
427
luckymishra@usgrpinc.com
https://www.linkedin.com/in/lucky-mishra-45481a252
I hope you are doing well
Job Title: Help Desk Analyst
Location: Dauphin, PA :: Onsite
Duration: Contract
Description:
They may come into the office while they are in training, and once they get up to speed, they will be put in the telework mix.The Help Desk Analyst is doing call center work.They are taking calls, helping people on the computer with logins, resets and assistance getting through applications and escalating tickets to tier 2 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, hardware products and application services to resolve user problems.Role:•Receives telephone calls and e-mails from users having problems using business applications or inquiring how to use specific aspects of the applications.•Ascertain the nature of the problem, determine whether the problem is caused by hardware such as a modem, printer, cables, or telephone, or is an application issue, and log in to the to the 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 problems and find solutions.•Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.•Assists in the coordination of changes, upgrades, and new products, ensuring systems will operate correctly in current and future environments.•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.•Follow quality standards.•Able to work in a team environment.•Completes assigned tasks.•Strong communication skills, both written and spoken.Skill Matrix:
Promptly answer help desk phone 3 YearsPromptly respond to help desk emails 3 YearsEscalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource (3 years).Perform agency computer repairs, as needed, for 3 YearsInstall software and updates on agency computers as needed for 3 YearsAssist senior technical staff as requested with lower-level job tasks such as acquiring data and running reports 3 YearsRun 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 for 1 YearProvide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment for 1 Year
Thanks with regards,
Lucky Mishra
Technical Recruiter
Office:
614-495-9222
Ext:
427
luckymishra@usgrpinc.com
https://www.linkedin.com/in/lucky-mishra-45481a252