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End Client: State of Pennsylvania
Job Title: Helpdesk Analyst
Duration: 09 Months
Location: Onsite (Harrisburg, PA 17104)
Position Type: Contract
Interview Type: In Person or Webcam
Ceipal ID: SPA_HD210_SB
Requirement ID: PennDOT - HDA3 A4 SC3 (Tier 1 Help Desk) (747210)
Short Description: Department of Transportation
Help Desk Analyst - 1+ year of field experience. 2-year associates degree or equivalent technical study.
PennDOT seeks someone with customer service experience, people skills, prefer a team environment and have basic IT experience. They can teach the IT, but the candidate either will have or doesn't have people and customer service skills
Note: ***This requisition has an hour-long in-person interview. ***
This team teleworks on every Friday.
This position is 100% onsite and at The Riverfront Office Center (ROC) (the main DMV building along the Susquehanna River, just south of I-83), specifically located at- 1101 South Front St., Harrisburg, PA 17104
Responsibilities:
- Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
- Investigates and resolves computer software and hardware problems of users.
- 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.
- Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
- Follow quality standards and displays strong customer service skills.
- Able to work in a team environment.
- Complete assigned tasks.
- Excellent communication skills; both written and spoken.
- Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory
- Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
- Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.
Required/Desired Skills:
- 1+ years' previous IT Service Desk and/or Call Center experience required Required 1 Years
- Experience with call tracking and ticketing software Required 1 Years
- Attentive to details and ability to be resourceful (using supplied documentation) Required 1 Years
- Ability to support users with limited knowledge of computers, software, hardware and systems Required 1 Years
- Above average communication skills and telephone manner. Required 1 Years
- Basic User & Security Group Active Directory Administration Required 1 Years
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
- Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) Required 1 Years
- Excellent organizational skills Required 1 Years
- You will be a self-motivated achiever who gains satisfaction from providing excellent customer service Required 1 Years
V Group Inc. is an IT Services company which supplies IT staffing, project management, and delivery services in software, network, help desk and all IT areas. Our primary focus is the public sector including state and federal contracts. We have multiple awards/ contracts with the following states: AR, CA, DE, FL, GA, IL, KY, MD, ME, MI, NC, NJ, NY, OH, OR, PA, SC, TX, VA, and WA. If you are considering applying for a position with V Group, or in partnering with us on a position, please feel free to contact me for any questions you may have regarding our services and the advantages we can offer you as a consultant.
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