Help Desk Analyst 2

Help Desk Analyst 2 (733 Help Desk Analyst 2 Fully remote position but training will occur on-site. This position will provide IT phone and email support for the Conservation & Environment Delivery Center (CEDC) including Commonwealth employees in 3 agencies and 2 boards, and the public using CEDC websites. Training will occur in a CEDC facility in Harrisburg. After training, this will be a telework from home position. The candidate will be expected to have a dedicated workspace available for a Commonwealth provided computer and a stable internet connection. Help Desk Analyst (HDA2) - 3 to 5 years field experience. Role Description: Acts as a subject matter expert for one or more custom or COTS applications. Talks to programmers to explain software errors or to recommend changes to programs. May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied. Write software and hardware evaluation and recommendations for management review. Write or revise user-training manuals and procedures. Develops training materials, such as exercises and visual displays. Provides technical assistance, support, and advice to end users for hardware, software, and systems. Provides hands-on technical assistance to business and technical users. Investigates and resolves computer software and hardware problems of users. Serves as a contact for level 1 support. Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary. Determines whether problem is caused by hardware, software, or system. 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. Experienced with a variety of call-tracking software and systems. Reads trade magazines and engages in independent study to maintain current industry knowledge. Follow quality standards and displays strong customer service skills. Able to work in a team environment. Complete assigned tasks. 353)