Help Desk Analyst

Help Desk Analyst 2 (733353)

[Mechancsbrg, PA, 17055] |   2024-04-03 11:14:41

Apply Now

Share Job 

Job Code : SOP-03

Job:CEDC - Help Desk Analyst 2 (733353)

Location : Fully remote position but training will occur on-site.

client : State of PA

Consultant pay rate: $19 /hr on W2 (All Inclusive)

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.

• Strong communication skills; both written and spoken.

Help Desk Analyst Experience

Required

3

Years

Strong communication skills

Required

Able to work within a team environment