What are the responsibilities and job description for the Call Center - IT Help Desk position at My3Tech?
Job: HDA3 A4 SC3 (Tier 1 Help Desk) (743067) Location : Harrisburg, PA Consultant pay rate: $18 /hr on W2 (All Inclusive)
- Help Desk Analyst - 1 year of field experience. 2-year associates degree or equivalent technical study.
- This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. No Tier 2 work will be performed. Is this understood?
- The hiring manager would prefer candidates local to Harrisburg, PA. Is your candidate local to the Harrisburg, PA Area
- There are two available Tier 1 positions.
- The training cycle for these positions run 3-4 weeks, so start dates would most often fall 2 to 3 weeks from the date of acceptance. Two successful candidates could be in each training class due to the team's training limitation.
- This team teleworks on every Friday.
- This position is 100% onsite and at The Riverfront Office Center (ROC) (the main DMV building along the Susquehanna River, just south of I-83), specifically located at-
- 1101 South Front St., Harrisburg, PA 17104
- Since the team moved to that location there is no longer a need to bring a $20 check as PennDOT doesn't charge for badges there.
- This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. No Tier 2 work will be performed. This is an operational-type job and reliability, and communication are key components to making the department successful.
- PennDOT seeks someone with customer service experience, people skills, prefer a team environment and have basic IT experience. They can teach the IT, but the candidate either will have or doesn't have people and customer service skills.
- The Help Desk Analyst performs the skills listed below-
- 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.
- 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.
- 1 years' previous IT Service Desk and/or Call Center experience required
- Required
- 1 Years
- Experience with call tracking and ticketing software
- Required
- 1 Years
- Attentive to details and ability to be resourceful (using supplied documentation)
- Required
- 1 Years
- Ability to support users with limited knowledge of computers, software, hardware and systems
- Required
- 1 Years
- Above average communication skills and telephone manner.
- Required
- 1 Years
- Basic User & Security Group Active Directory administration
- Required
- 1 Years
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
- Required
- 1 Years
- Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
- Required
- 1 Years
- Excellent organizational skills
- Required
- You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
Salary : $18 - $20
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