CEDC - HDA2 - Tier 1 Service Desk Analyst
Engagement Type
ContractShort Description
CEDC Tier 1 Service Desk Analyst 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 phoneand 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.
Key Responsibilities: ·
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.
Required Experience
1 to 3 years of help desk experience
Preferred Qualifications
Experience at a similar service desk environmnet
Experience with ServiceNow or similar ticketing system
Required/Desired Skills
Skill Required/Desired Amount of Experience
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