Ark Solutions
Help Desk Analyst :: Harrisburg, PA (Onsite)
Ark Solutions, Harrisburg, Pennsylvania, us, 17124
Help Desk Analyst
Location: Harrisburg, PA
Duration: 10 months | Onsite
The Help Desk Analyst will be responsible for providing call center support by assisting users with login issues, password resets, and navigating applications. This role involves troubleshooting business application support problems and escalating issues when necessary.
Role Description: Receive and respond to telephone calls and emails from users experiencing issues. Identify whether problems are hardware or application-related and log them in the tracking system. Escalate issues according to procedures. Guide users through problem-solving steps. Research problems using technical databases and collaborate with co-workers to find solutions. Utilize reference publications and diagnostic aids to resolve technical issues. Coordinate changes, upgrades, and new products to ensure system compatibility. Provide accurate answers to general use and administrative questions promptly. Communicate status updates effectively. Report time spent on work activities. Work in a team environment and complete assigned tasks. Strong written and spoken communication skills. Must-Have Skills:
3 years of experience in promptly answering help desk phone and emails. 3 years of experience in escalating issues to senior staff using ServiceNow. 3 years of experience in performing agency computer repairs and software installations. 3 years of experience in assisting senior technical staff with lower-level tasks. 1 year of experience in running daily reports and managing mail deliveries. 1 year of experience in creating ServiceNow incidents for requests. 1 year of experience in providing assistance with cable clean-up and equipment management.
Location: Harrisburg, PA
Duration: 10 months | Onsite
The Help Desk Analyst will be responsible for providing call center support by assisting users with login issues, password resets, and navigating applications. This role involves troubleshooting business application support problems and escalating issues when necessary.
Role Description: Receive and respond to telephone calls and emails from users experiencing issues. Identify whether problems are hardware or application-related and log them in the tracking system. Escalate issues according to procedures. Guide users through problem-solving steps. Research problems using technical databases and collaborate with co-workers to find solutions. Utilize reference publications and diagnostic aids to resolve technical issues. Coordinate changes, upgrades, and new products to ensure system compatibility. Provide accurate answers to general use and administrative questions promptly. Communicate status updates effectively. Report time spent on work activities. Work in a team environment and complete assigned tasks. Strong written and spoken communication skills. Must-Have Skills:
3 years of experience in promptly answering help desk phone and emails. 3 years of experience in escalating issues to senior staff using ServiceNow. 3 years of experience in performing agency computer repairs and software installations. 3 years of experience in assisting senior technical staff with lower-level tasks. 1 year of experience in running daily reports and managing mail deliveries. 1 year of experience in creating ServiceNow incidents for requests. 1 year of experience in providing assistance with cable clean-up and equipment management.