Looking for Service Desk Analyst in Harrisburg, PA - Onsite

We have a Contract assignment available with our client in Harrisburg, PA.

Position: Service Desk Analyst

Location: Harrisburg, PA

Duration: 6+ Months

All positions will have a 37.5 hour work week.

Interview Requirements: Candidate must show valid state or federally-issued photo ID during the interview..

Onsite training is needed for this position. The agency states it can be as short as a few weeks but may last longer if required.

On-site training will take place in Harrisburg. After the training is complete, this is currently a full-time teleworking opportunity but telework policies are subject to change.

Complete Description:

This position will provide IT phone and email support for the Conservation & Environment Delivery Center (CEDC) including Commonwealth employees in 3 agencies and 2 boards, and the public using CEDC websites.

Training will occur in a CEDC or OA facility in Harrisburg.
After training, this will be a teleworking (work from home) position but may change in the future. The candidate will be expected to have a dedicated workspace available for a Commonwealth provided computer and a stable internet connection.

· Provides technical assistance, support, and advice to end users for hardware, software, and systems.

· Ensure quality standards and SLAs are followed.

· Serves as a contact for level 1 support for users having problems using computer software, hardware, and operating systems, and escalates as necessary.

· Coordinates with co-workers to research problems and find solutions.

· Coordinates with user to participate in diagnostic procedures or by listening to and following instructions.

· Track every call or email in the IT ticketing system, currently ServiceNow.

· Monitor call center software for incoming calls and answer promptly.

· Suggest update to the user-training manuals, KB’s, and procedures.

1 to 3 years of help desk experience

Experience at a similar service desk environment

Experience with ServiceNow or similar ticketing system

Required/Desired Skills

Skill

Required / Desired

Amount

of Experience

Tier 1 Help Desk Experience

Required

3

Years

Able to work in a team environment.

Required

Experience with ServiceNow or similar ticketing system.

Highly desired

Sarum LLC 68-60 Austin Street, Suite 403,
Forest Hills, NY 11375
Phone# 646-480-0006

Email : [email protected]

Pay: $15.00 per hour

Work Location: In person