Help Desk Analyst - American Technology Consulting

Position: Help Desk AnalystLocation: 1101 South Front St., Harrisburg, PA 17104Work Setup: OnsiteContract Duration: 1 YearHourly Pay: $20-$25/hourJob Description:This is a Tier 1 position requiring working on phones all day. This position is100% on the phones, password resets and application support. No Tier 2 work willbe performed. This is an operational-type job and reliability, and communicationare key components to making the department successful.Seeks someone with customer service experience, people skills, prefer a teamenvironment and have basic IT experience. They can teach the IT, but thecandidate either will have or doesn’t have people and customer service skills.Duties: * Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone. * Investigates and resolves computer software and hardware problems of users. * Answers questions, applying knowledge of computer software, hardware, systems, and procedures. * Talks with technical and non-technical co-workers to research problems and find solutions. * Asks users with problems to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions. * Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution. * Follow quality standards and display strong customer service skills. * Able to work in a team environment. * Complete assigned tasks. * Excellent communication skills; both written and spoken. * Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory * Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers. * Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.Required Skills: * Experience with call tracking and ticketing software * Attentive to details and ability to be resourceful (using supplied documentation) * Ability to support users with limited knowledge of computers, software, hardware, and systems * Above average communication skills and telephone manners. * Excellent organizational skills * Basic User & Security Group Active Directory administration * Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 * Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) * You will be a self-motivated achiever who gains satisfaction from providing excellent customer service * 1+ years previous IT Service Desk and/or Call Center experience required.