Full Job DescriptionJob#: 1326798Job Description:Our client is looking to hire a Tier 1 Help Desk Analyst with at least 1 year of IT experience. This position will be on-site in Harrisburg, PA.All interested and qualified candidates can please contactJordan Dobrinskyat[emailprotected]Job Title: Help Desk AnalystLocation: Harrisburg, PAPay Rate: $16hrResponsibilities:
Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
Investigates and resolves computer software and hardware problems of users.
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.
Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
Follow quality standards and displays strong customer service skills.
Able to work in a team environment.
Complete assigned tasks.
Excellent communication skills; both written and spoken.
Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory
Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.
Required Skills:
Experience with call tracking and ticketing software
Attentive to details and ability to be resourceful (using supplied documentation)
Ability to support users with limited knowledge of computers, software, hardware, and systems
Above average communication skills and telephone manner.
Excellent organizational skills
Basic User & Security Group Active Directory administration
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
1+ years previous IT Service Desk and/or Call Center experience required.
Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks' notice beforehand.EEO EmployerApex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.