9 days old
2018-07-122018-08-09

Service Desk Analyst

Mechanicsburg, PA 17055
  • Job Code
    630726
  • Payrate
    $15 To $16
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.

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Service Desk Analyst

Randstad Technologies
Mechanicsburg, PA 17055

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Service Desk Analyst

Randstad Technologies
Mechanicsburg, PA
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