Service Desk Analyst
About The Position
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. 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. 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.
Requirements
- 1 to 3 years of help desk experience
- The candidate will be expected to have a dedicated workspace available for a Commonwealth provided computer and a stable internet connection.
Nice To Haves
- Experience at a similar service desk environment
- Experience with ServiceNow or similar ticketing system
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.
- 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.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1-10 employees
