Title: CEDC - Help Desk Analyst

Location: Harrisburg PA

Duration: Long Term

Description:

Training required on-site to start for at least two weeks before engagement will be fully remote. This position could potentially require 24/7 on-call role added in the future.

This position will provide IT phone and email support for the Conservation & Environment Delivery Center (CEDC)including Commonwealth employees in 3 agencies and 2 boards, and the public using CEDC websites.

Training will occur in a CEDC facility in Harrisburg. After training, this will be a telework from home position. The candidate will be expected to have a dedicated workspace available for a Commonwealth provided computer and a stable internet connection.

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.
• 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.
• 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.
• 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 listeningto 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.

Qualifications

• 5+ years of Help Desk experience