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Contact Name: DAVE

Job Details: Help Desk Analyst Date: May 19 2020

Job Reference: 3237
Job Category: IT Jobs [ View All IT Jobs Jobs ]
Company Type Recruiter
Employment type: Full Time
Degree: High School
Experience: 3 years
Location: Harrisburg, Pennsylvania, 17102
Job Skills: Help Desk Analyst
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Job Description

Required Skills:
• Tier 2 technical support for hardware and software- Required 3 Years
• Experience with call tracking and ticketing software- Required 3 Years
• Provides user training, documentation, manuals- Required 3 Years
• 4 year college degree in field of specialty or equivalent experience- Highly desired

Help Desk Analyst 2 (HDA2) - 3 to 5 years field experience
The Help Desk Analyst provides Helpdesk Level 2 Support by performing the skills listed below.

Role Description:
• Calls software and hardware vendors to request service regarding defective products.
• 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.
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
• 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.
• Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.
• 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.

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