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Help Desk Analyst

American Technology Consulting

Chester, PA

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JOB DETAILS
SKILLS
Analysis Skills, Call Monitoring, Commercial Off-the-Shelf (COTS), Communication Skills, Computer Hardware, Computer Software, Consulting, Customer Support/Service, Diagnostics Solutions/Software, Hardware Evaluation, Hardware Quality Assurance, Help Desk, Operating Systems, Policy Development, Problem Solving Skills, Quality Metrics, Software Development, Software Engineering, Team Player, Technical Support, Testing, Trade Magazine, Training/Teaching, User Documentation
LOCATION
Chester, PA
POSTED
30+ days ago
The Help Desk Analyst provides Helpdesk Level 2 Support by performing the skills listed below. Role Description: • Manage expectations at all levels: customers/end users, executive sponsors. • Ensure quality standards are followed. • Monitor the team’s open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels. • Act as the escalation point for high priority support issues. • Able to make recommendations on policies on system use and services. • 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.

About the Company

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American Technology Consulting