Help Desk Analyst - American Technology Consulting

Position: Help Desk AnalystLocation: Harrisburg, PA (Onsite)Duration: 12 Months (Extendable)Webcam or In Person InterviewContractors will work 5 days in the office and 5 days out of the office.They can actually do 8AM – 4:30AM or 8:30AM to 5PM whichever of those two shiftsthey want.They may come into the office while they are in training though and once theyget up to speed, then will be put in the telework mix.The Help Desk Analyst is doing call center work. They are taking calls andhelping people on the computer with logins, resets and assistance gettingthrough applications and escalating tickets to tier two when necessary. There isno wiring, hooking up or unhooking anything, no remote access nothing like that.The Call Center Analyst analyzes and troubleshoots business application supportproblems and applies his or her understanding of computer software and hardwareproducts and application services to resolve user problems.Role Description:• Receives telephone calls and e-mails from users having problems using businessapplication or inquiring how to use specific aspects of the applications.• Ascertains the nature of problem, determine whether problem is caused byhardware such as modem, printer, cables, or telephone, or is an applicationissue and logs in tracking system.• Escalates issues in accordance with defined procedures.• Assists users through problem solving steps.• Uses technical databases to research problems, and talks with co-workers toresearch problem and find solution.• Makes appropriate use of reference publications and diagnostic aids inresolving technical problems.• Assists in coordination of changes, upgrades and new products, ensuringsystems will operate correctly in current and future environment.• Provides accurate and complete answers to general use and administrativeenvironment questions in a timely manner.• Communicates accurate and useful status updates.• Manages and reports time spent on all work activities.• Follows quality standards.• Able to work in a team environment.• Completes assigned tasks.• Strong communication skills; both written and spoken.