Help Desk Analyst

Job title : Help Desk Analyst Location: Dauphin County,PA (Onsite) Duration : 12 month Type : Contract Note : will work 5 days in the office and 5 days out of the office. They can actually do 8AM - 4:30AM or 8:30AM to 5PM whichever of those two shifts they want Job Responsibilities : 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. Required/Desired Skills: 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 deliver. Create ServiceNow incidents for all phone and email requests. Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment.