Help Desk Analyst

Location: Harrisburg, PA - local candidates only
Position Type: Remote, Onsite training required for at least two weeks before position is fully remote. This position could potentially require 24/7 on-call role added in the future.
Contract Length: 10 months
Position Overview:
This IT support role involves providing phone and email assistance to employees across three agencies, two boards, and public users of websites. Initially, training will occur onsite in Harrisburg, but the position will transition to a telework arrangement. The candidate must manage support issues, act as an escalation point for high-priority cases, and maintain strong communication and customer service skills. Five or more years of Help Desk experience is required.
Duties:

• Manage expectations at all levels: customers/end users, executive sponsors.
• 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 listening to and following instructions.
• Experienced with a variety of call-tracking software and systems.

Required Skills:

• 5+ years of Help Desk experience
• Experience resolving technical and non-technical user issues and escalating as necessary