***An initial virtual interview via Teams with video-enabled will be conducted,
followed up by a mandatory in-person interview for the position.***
***Local candidates are preferred. This position is located in downtown
Harrisburg. Free parking within walking distance will be available for the
selected candidate.***
***Compliant PATCH background check will be required for the candidate selected
to fill this position.***
Summary: The Help Desk Analyst analyzes and troubleshoots computer support
problems and applies an understanding of computer software and hardware products
and services to resolve user problems. The Help Desk Analyst is knowledgeable on
the usage and support of the products that run on the Windows operating system.
The Help Desk Analyst provides hands-on technical assistance to business and
technical users and investigates and resolves computer software and hardware
problems for users. The Help Desk Analyst serves as a contact for level 1
support and assists users who are experiencing issues using computer software,
hardware, and operating systems, escalating issues, as necessary. The Help Desk
Analyst determines whether issues are caused by hardware, software, or system
and answers questions, applying knowledge of computer software, hardware,
systems, and procedures. The Help Desk Analyst also participates in
infrastructure projects such as operating system upgrades, asset renewal
initiatives, and application roll outs. Up to 25% will be spent on field/project
activities.
Education: 4-year college degree in Computer Information Systems or equivalent
technical study
Microsoft certifications preferred
Requirements: Excellent verbal and written communication skills
Ability to work both independently and team environment
Customer service mindset
Microsoft 365/Windows OS - Windows 10 & 11
Microsoft Edge support
Microsoft SharePoint Online experience
Microsoft Dynamics 365 Customer Service
Personal Computer Desktop, Laptop, Mobile devices
Network Printers
Microsoft Access & PowerPoint 365
Google Chrome and Mozilla Firefox
Power Shell
Active Directory
Windows Hello for Business
Windows Server
Microsoft Configuration Manager (SCCM)
Networking (wired and wireless)
Network Security concepts
Description: Receives calls and e-mails from users having problems using
computer software and hardware or inquiring how to use specific software,
programming languages, electronic mail, or operating systems.
Discerns the nature of a problem, determines whether problem is caused by
hardware such as modem, printer, cables, or telephone, and logs in tracking
system.
Escalates problems in accordance with defined procedures.
Assists users through problem solving steps.
Uses technical databases to research problems and talks with co-workers to
research problem and find solution.
Tests software and hardware for troubleshooting and problem resolution.
Able to diagnose and detect correct equipment errors and repair products by
replacing worn or broken parts and making technical adjustments.
Makes appropriate use of reference publications and diagnostic aids in resolving
technical problems.
Assists in coordination of changes, upgrades, and new products, ensuring systems
will operate correctly in current and future environment.
Provides accurate and complete answers to general use and administrative
environment questions in a timely manner.
Supports shared software, such as operating systems, configuration management
tools, application and development tools, testing tools, compilers, and code
editors.
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 spokenA
American Technology Consulting