service desk analyst in mechanicsburg

posted
job type
contract
salary
US$ 15 per hour
apply now

job details

posted
location
mechanicsburg, pennsylvania
job category
Information Technology
job type
contract
salary
US$ 15 per hour
reference number
630726
phone
.
apply now

job description

job summary:

The Service Desk Analyst will provide first level telephone support for all technical support issues experienced by our clients end users. All Analysts will possess the necessary skill sets and Randstad Technologies will work closely with the client to develop the resource orientation and ongoing training plans that will be necessary based on client specific environment requirements.

 
location: Mechanicsburg, Pennsylvania
job type: Contract
salary: $15 - 16 per hour
work hours: 8 to 11
education: High School
 
responsibilities:

In addition to performing all the requirements outlined in the Statement of Work, the Service Desk Analyst will be responsible for:

Responding to Service Desk customer calls, e-mails, v-mails or other contacts monitoring the status of all open service requests

Performing troubleshooting on the client's standard operating environment including Workstations, Servers and related equipment, and all other hardware components and peripherals

Closing all resolved service requests and ensuring customers are satisfied with resolutions

Documenting and recording troubleshooting activities, in detail performing random customer follow ups to ensure customer satisfaction of issues resolved by support groups other than the Help Desk

Resolving issues within the Service Desk Statement of Work; maintaining extensive knowledge of Help Desk' Policies and Procedures

Escalating service requests outside the Statement of Work or Level I skill set

Keeping up-to-date with the latest advancements both through formal training, provided on-line training, and self study

 
qualifications:

Must have basic troubleshooting skills, solid customer service, and be able to type 35 wpm.

6 months to 1 year of experience preferred in an IT related field

Basic IT troubleshooting skill required.

Experience with supporting remote customer's and mobile phones a plus

 
skills: SOFTWARE & TECHNOLOGY

Microsoft Exchange

Microsoft Office Windows

Internet Explorer 11.0

MS Word/Excel 2013

MS DOS

HEAT

TeamViewer

Eset online anti-virus

Remote Connectivity including VPN, TCP/IP, dial-up networking

Adobe Acrobat

MS Visio, Project, Access, SharePoint

Client/server technologies including Oracle

Network OS

TCP/IP

Network Administration

Various COTS and Business Applications

TCP/IP

Microsoft Visio

Project, Publisher

HARDWARE AND TECHNOLOGY

HP EliteDesk 800, Z240 Workstations

HP Elitebook 840 G3, 820 G3

Lenovo Thinkpad and HP Models Laptop Standard


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

skills

SOFTWARE & TECHNOLOGY

Microsoft Exchange

Microsoft Office Windows 

Internet Explorer 11.0  

MS Word/Excel  2013 

MS DOS 

HEAT  

TeamViewer 

Eset online anti-virus   

Remote Connectivity including VPN, TCP/IP, dial-up networking 

Adobe Acrobat  

MS Visio, Project, Access, SharePoint  

Client/server technologies including Oracle  

Network OS  

 TCP/IP  

Network Administration  

 Various COTS and Business Applications  

 TCP/IP  

 Microsoft Visio  

 Project, Publisher  

HARDWARE AND TECHNOLOGY 

HP EliteDesk 800, Z240 Workstations   

HP Elitebook 840 G3, 820 G3

Lenovo Thinkpad and HP Models Laptop Standard  

qualification

Must have basic troubleshooting skills, solid customer service, and be able to type 35 wpm.

6 months to 1 year of experience preferred in an IT related field

Basic IT troubleshooting skill required. 

Experience with supporting remote customer's and mobile phones a plus

responsibilities

In addition to performing all the requirements outlined in the Statement of Work, the Service Desk Analyst will be responsible for:

Responding to Service Desk customer calls, e-mails, v-mails or other contacts monitoring the status of all open service requests

Performing troubleshooting on the client's standard operating environment including Workstations, Servers and related equipment, and all other hardware components and peripherals

Closing all resolved service requests and ensuring customers are satisfied with resolutions

Documenting and recording troubleshooting activities, in detail performing random customer follow ups to ensure customer satisfaction of issues resolved by support groups other than the Help Desk

Resolving issues within the Service Desk Statement of Work; maintaining extensive knowledge of Help Desk’ Policies and Procedures

Escalating service requests outside the Statement of Work or Level I skill set

Keeping up-to-date with the latest advancements both through formal training, provided on-line training, and self study

educational requirements

High School