Information Technology Help Desk Analyst Job at ATC, Chester, PA

Z2NBSUU5WCt0cmtXM0pFV1A1Wjh6bC9YUVE9PQ==
  • ATC
  • Chester, PA

Job Description

Information Technology Help Desk Analyst 2

Fully Onsite Position at Chester, PA

1 year contract with multi-year extensions

Hourly Pay: $25-$32/hour

Role Description:

Help Desk Analyst, Tier 2 technical support for hardware and software with 5+ years of experience.

  • Manage expectations at all levels: customers/end users, executive sponsors.
  • Ensure quality standards are followed.
  • Monitor the team’s open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.
  • Act as the escalation point for high priority support issues.
  • Able to make recommendations on policies on system use and services.
  • Calls software and hardware vendors to request service regarding defective products.
  • Acts as a subject matter expert for one or more custom or COTS applications.
  • Talks to programmers to explain software errors or to recommend changes to programs.
  • May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
  • Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
  • Write software and hardware evaluation and recommendations for management review.
  • Write or revise user-training manuals and procedures.
  • Develops training materials, such as exercises and visual displays.
  • Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.
  • Provides technical assistance, support, and advice to end users for hardware, software, and systems.
  • Provides hands-on technical assistance to business and technical users.
  • Investigates and resolves computer software and hardware problems of users.
  • Serves as a contact for level 1 support.
  • Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
  • Determines whether problem is caused by hardware, software, or system.
  • 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.
  • Experienced with a variety of call-tracking software and systems.
  • Reads trade magazines and engages in independent study to maintain current industry knowledge.
  • Follow quality standards and displays strong customer service skills.
  • Able to work in a team environment.
  • Complete assigned tasks.
  • Strong communication skills; both written and spoken.

Job Tags

Hourly pay, Contract work, For contractors,

Similar Jobs

Round-Peg Solutions (RPS)

Welder - 2nd Shift Job at Round-Peg Solutions (RPS)

 ...Are you a Welder looking to work with a leading Aerospace & Defense manufacturing organization? Our client is seeking a Welder to join their business from their facility in Santa Ana. Job Summary: As a Welder , you will be responsible for fitting and welding... 

LHH

Acquisition and Accounting Analyst Job at LHH

LHH Recruitment Solutions (pka Parker+Lynch) is working with a nonprofit looking for an Acquisitions / Accounting Analyst for their real estate acquisitions, current housing, and accounting needs. This role will work closely with the Executive Director, accounting team...

RH

Restaurant Manager Job at RH

At RH we believe deeply that the "right" people are our greatest asset. We value people with high energy, who possess the ability to energize others. People who are smart, creative and have a point of view. People who see the answer in every problem, versus those who see...

Vistage Worldwide, Inc.

Event Coordinator Job at Vistage Worldwide, Inc.

 ...Coordinator plays a key role on the Events team, working collaboratively to plan, coordinate, and...  ...national and regional eventsboth virtual and in-personthat support member retention...  ...drive our success: Welcome to our home. Our US headquarters sits in the heart of... 

Upward Health

Nurse Practitioner Job at Upward Health

Nurse Practitioner (NP) Upward Health is a home-based medical group specializing in primary care and behavioral health for individuals with complex needs. We serve patients throughout their communities, and we diagnose, treat, and prescribe anywhere our patients call...