Help Desk

Role: Help desk

Location: Harrisburg, PA Job description The Help Desk Analyst performs the skills listed below- • 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 Skills: • Experience with call tracking and ticketing software • Attentive to details and ability to be resourceful (using supplied documentation) • Ability to support users with limited knowledge of computers, software, hardware, and systems • Above average communication skills and telephone manner. • Excellent organizational skills • Basic User & Security Group Active Directory administration • 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) • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service • 1+ years previous IT Service Desk and/or Call Center experience required.

Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks’ notice beforehand.

Skill Required / Desired Amount of Experience

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 Required 1 Years Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) Required 1 Years Excellent organizational skills Required You will be a self-motivated achiever who gains satisfaction from providing excellent customer service Required

Thanks & Regards, M. V.Jigeesha US IT Recruiter Thought Wave Software and Solutions Inc 314 N. Lake St, Suite 6, Aurora IL 60506 Email: jigeesha@thoughtwavesoft.com Mobile:6305065561 Web: http://www.thoughtwavesoft.com Linked In:linkedin.com/in/margani-venkata-jigeesha-b26267273