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ATC · 2 months ago

HelpDesk Specialist

Harrisburg, PA

Contract

Onsite

New Grad, Entry Level

ATC is seeking a Help Desk Analyst who analyzes and troubleshoots computer support problems. The role involves providing hands-on technical assistance to users and participating in infrastructure projects such as operating system upgrades and application rollouts.

Internet

Responsibilities

Receives calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems

Discerns the nature of a problem, determines whether problem is caused by hardware such as modem, printer, cables, or telephone, and logs in tracking system

Escalates problems in accordance with defined procedures

Assists users through problem solving steps

Uses technical databases to research problems and talks with co-workers to research problem and find solution

Tests software and hardware for troubleshooting and problem resolution

Able to diagnose and detect correct equipment errors and repair products by replacing worn or broken parts and making technical adjustments

Makes appropriate use of reference publications and diagnostic aids in resolving technical problems

Assists in coordination of changes, upgrades, and new products, ensuring systems will operate correctly in current and future environment

Provides accurate and complete answers to general use and administrative environment questions in a timely manner

Supports shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors

Communicates accurate and useful status updates

Manages and reports time spent on all work activities

Follows quality standards

Able to work in a team environment

Completes assigned tasks

Strong communication skills; both written and spoken

Qualification

Microsoft 365/Windows OSActive DirectoryMicrosoft Configuration Manager (SCCM)Microsoft Dynamics 365 Customer ServiceNetwork Security conceptsCustomer service mindsetCommunication skillsWork independentlyWork in team