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Help Desk Analyst State of PA

Help Desk Analyst

Full Time • State of PA
Job Description:  
The Help Desk Analyst is doing call center work. They are taking calls and helping people on the computer with logins, resets and assistance getting through applications and escalating tickets to tier two when necessary. There is no wiring, hooking up or unhooking anything, no remote access nothing like that. The Call Center Analyst analyzes and troubleshoots business application support problems and applies his or her understanding of computer software and hardware products and application services to resolve user problems.

Questions
Q1 – Where does your candidate currently reside (e.g. city, state)? 
Q2 - Resource will be required to be on-site initially for training, does your candidate agree to this requirement?
Q3 - Do you understand, and will abide by, the provision in your subcontract with OST that it is PROHIBITED for government equipment to be taken or used outside of the United States? The consequences of this occurring can and will result in immediate termination of the contractor and make them ineligible for rehire in the program.

Contractors 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 shifts they want.
They may come into the office while they are in training though and once, they get up to speed, then will be put in the telework mix.
 
Role Description:
  • Receives telephone calls and e-mails from users having problems using business application or inquiring how to use specific aspects of the applications.
  • Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue 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 to research problem and find solution.
  • 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.
  • 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.
Compensation: $18.00 - $19.00 per hour




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