DOS- Help Desk Analyst HDA1 A4 SC3 Apply
<p><span style="font-size:14px;"><strong><span style="background-color:#2ecc71;">Role DOS- Help Desk Analyst HDA1 A4 SC3</span><br /> <span style="background-color:#2ecc71;">Location: Dauphin County</span></strong></span><br /> <br /> Short Description:<br /> DOS- Help Desk Analyst HDA1 A4 SC3<br /> Complete Description:<br /> Contractors will work 5 days in the office in Harrisburg and 5 days out of the office.<br /> They can actually do 8AM – 4:30AM or 8:30AM to 5PM whichever of those two shifts they<br /> want.<br /> They may come into the office while they are in training though and once they get up to<br /> speed, then will be put in the telework mix.</p> <p>The Help Desk Analyst is doing call center work. They are taking calls and helping people on<br /> the computer with logins, resets and assistance getting through applications and escalating<br /> tickets to tier two when necessary. There is no wiring, hooking up or unhooking anything, no<br /> remote access nothing like that.</p> <p>The Call Center Analyst analyzes and troubleshoots business application support problems<br /> and applies his or her understanding of computer software and hardware products and<br /> application services to resolve user problems.<br /> Role Description:<br /> • Receives telephone calls and e-mails from users having problems using business application<br /> or inquiring how to use specific aspects of the applications.<br /> • Ascertains the nature of problem, determine whether problem is caused by hardware such<br /> as modem, printer, cables, or telephone, or is an application issue and logs in tracking system.<br /> • Escalates issues in accordance with defined procedures.<br /> • Assists users through problem solving steps.<br /> • Uses technical databases to research problems, and talks with co-workers to research<br /> problem and find solution.</p> <p>• Makes appropriate use of reference publications and diagnostic aids in resolving technical<br /> problems.<br /> • Assists in coordination of changes, upgrades and new products, ensuring systems will<br /> operate correctly in current and future environment.<br /> • Provides accurate and complete answers to general use and administrative environment<br /> questions in a timely manner.<br /> • Communicates accurate and useful status updates.<br /> • Manages and reports time spent on all work activities.<br /> • Follows quality standards.<br /> • Able to work in a team environment.<br /> • Completes assigned tasks.<br /> • Strong communication skills; both written and spoken. </p>
