• Job Description

  Req#: JPC - 10179351

  Hi

  I hope you are doing well

  Job Title: Help Desk Analyst

  Location: Dauphin, PA :: Onsite

  Duration: Contract

  Description:

  • They may come into the office while they are in training, and once they get up to speed, they will be put in the telework mix.
  • The Help Desk Analyst is doing call center work.
  • They are taking calls, helping people on the computer with logins, resets and assistance getting through applications and escalating tickets to tier 2 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, hardware products and application services to resolve user problems.
  • Role:
    • Receives telephone calls and e-mails from users having problems using business applications or inquiring how to use specific aspects of the applications.
    • Ascertain the nature of the problem, determine whether the problem is caused by hardware such as a modem, printer, cables, or telephone, or is an application issue, and log in to the to the 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 problems and find solutions.
    • Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
    • Assists in the coordination of changes, upgrades, and new products, ensuring systems will operate correctly in current and future environments.
    • 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.
    • Follow quality standards.
    • Able to work in a team environment.
    • Completes assigned tasks.
    • Strong communication skills, both written and spoken.

  Skill Matrix:

  • Promptly answer help desk phone 3 Years
  • Promptly respond to help desk emails 3 Years
  • Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource (3 years).
  • Perform agency computer repairs, as needed, for 3 Years
  • Install software and updates on agency computers as needed for 3 Years
  • Assist senior technical staff as requested with lower-level job tasks such as acquiring data and running reports 3 Years
  • Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery.
  • Create ServiceNow incidents for all phone and email requests for 1 Year
  • Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment for 1 Year

  Thanks with regards,

  Lucky Mishra

  Technical Recruiter

  Office: 614-495-9222 Ext: 427

  luckymishra@usgrpinc.com

  https://www.linkedin.com/in/lucky-mishra-45481a252

• About the company

  United Software Group, Inc. (USG) is a Global Information Technology Consulting Company established in the year 2002 with its Headquarters in Columbus-Ohio, USA. USG is operating a business in 6 countries USA, Mexico, Canada, UK, Ireland and India. USG is a Minority Owned Enterprise (MBE) offering IT consulting, Talent Management and Staff Augmentation Solutions to its Clients. USG is recognized by INC5000 as Americas Fastest-Growing Private Companies and is honored with A+ rating by BBB as a mark of a trustworthy customer-oriented organization. USG’s services are based on requirements specified by operational business users from different industries such as Banking & Financial, Consumer Good and Distribution, Telecommunication, Insurance, Engineering, Healthcare, Life Sciences, Retail, Manufacturing and Automotive.

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