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 : info@mysarum.com
Pay: $15.00 per hour
Work Location: In person
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