American business solutions inc

Help Desk Technician

Harrisburg, PA, US$33,280-$35,360Posted 30 days ago

RemoteContract IT Support Under $50k Pennsylvania

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Job Description

Hello

This is Sheetal from ABSI urgently looking for IT HELP DESK TECHNICHIAN for HARRISBURG PA location

position is ONSITE

JOB DESCRIPTION

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.

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.

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.