STI
Title: CEDC - Help Desk Analyst
Location: Harrisburg PA
Duration: Long Term
Description:
Training required on-site to start for at least two weeks before engagement will be fully remote. This position could potentially require 24/7 on-call role added in the future.
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.
Role Description:
* Manage expectations at all levels: customers/end users, executive sponsors.
* Ensure quality standards are followed.
* Monitor the team's open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.
* Act as the escalation point for high priority support issues.
* Able to make recommendations on policies on system use and services.
* 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 listeningto 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.
Qualifications
* 5+ years of Help Desk experience
Location: Harrisburg PA
Duration: Long Term
Description:
Training required on-site to start for at least two weeks before engagement will be fully remote. This position could potentially require 24/7 on-call role added in the future.
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.
Role Description:
* Manage expectations at all levels: customers/end users, executive sponsors.
* Ensure quality standards are followed.
* Monitor the team's open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.
* Act as the escalation point for high priority support issues.
* Able to make recommendations on policies on system use and services.
* 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 listeningto 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.
Qualifications
* 5+ years of Help Desk experience