Help Desk Analyst (Ref: 61)

Company Name:
Professional Technology Integration Inc
To Apply, Go to: http://www.professionaltechintegration.net/PTICloud9/?option=com_mycareer&job=view&jpid=61&Itemid=508
Position: Help Desk Analyst (Ref: 61)
Location: Harrisburg,PA,17101,United States
Duration: 8 Months 17 Days - Contract
Openings: 1
Support in-house help desk team by taking a variety of IT related calls including IT hardware consisting of PCs, Printers, Routers, Servers, and UPS; calls involving Mainframe and Network software Telecommunications and Datacomm problems. Receive calls for assistance, elicit information, and perform hardware and software diagnostic procedures including use of utility programs in diagnosis and troubleshooting of IT hardware and software. Resume or restore mainframe, LAN and user IDs and passwords through RACF or Active Directory. Restart or reset local and remote hardware devices using
Education: 2 year college degree or equivalent technical study
Role Description
Provide service and preventive maintenance activities on element exchange/baseline products (products with element exchange service and traditional maintenance philosophies; i.e., terminals, printers, personal computers, etc.).
Able to diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
Take active role in suggesting peripheral equipment.
Detect and correct equipment errors.
Prioritize and schedule own workload.
Needs technical assistance on complex problems
Assist in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
Implement shared software, such as operating systems, configuration management tools
Communicate accurate and useful status updates.
Manage and report time spent on all work activities.
Follow quality standards.
Ability to work in a team environment
Complete assigned tasks.
Strong communication skills; both written and spoken.
Knowledge of system relationships and telecommunications.
Application of technical skill to a variety of equipment types.
Diagnoses and repairs industry systems products.
Perform routine service and repairs on industry system products without assistance.
Anticipate and resolve issues specific to the team.
Determine time estimates and schedule for own work and resolve issues in a timely manner.
Identify and track issues, risks and action items.
Required / Desired Skills
Field experience (i.e. Hands on PC Support experience). (Required 3 Years)
Provide service and preventive maintenance (Required 3 Years)
Diagnose/coordinate repair of prod by dispatching & tracking Service Provider (Required 3 Years)
Identify and track issues, risks, and action items (Required 3 Years)
Experience w/Remedy or equivalent problem tracking (Required 1 Years)
Experience using an Automated Call Distribution System (ACD) (Required 1 Years)
Experience working in an Enterprise Level Help Desk environment (Required 1 Years)
To Apply, Go to: http://www.professionaltechintegration.net/PTICloud9/?option=com_mycareer&job=view&jpid=61&Itemid=508

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