Job Description

End Client: State of Pennsylvania

Job Title: Call Center Analyst

Duration: 6+Months

Location: Harrisburg, PA (Hybrid)

Position Type: Contract

Hours Per Week: 40 Hr

Interview Type: Webcam or In-Person

Ceipal ID: SPA_HD064_MA

Requirement ID: DOS: Help Desk Analyst HDA2 A4 SC3 (790064)

Contractors will work 5 days in the office and 5 days out of the office.

They can actually do 8AM – 4:30AM or 8:30AM to 5PM whichever of those two shifts they want.

They may come into the office while they are in training though and once they get up to speed, then will be put in the telework mix.

The Help Desk Analyst is doing call center work. They are taking calls and helping people on the computer with logins, resets and assistance getting through applications and escalating tickets to tier two when necessary. There is no wiring, hooking up or unhooking anything, no remote access nothing like that.

The Call Center Analyst analyzes and troubleshoots business application support problems and applies his or her understanding of computer software and hardware products and application services to resolve user problems.

Role Description:

• Receives telephone calls and e-mails from users having problems using business application or inquiring how to use specific aspects of the applications.
• Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue and logs in tracking system.
• Escalates issues 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.
• 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.
• 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.

SKILLS:

• Promptly answer help desk phone (Required 3 Years)
• Promptly respond to help desk emails (Required 3 Years)
• Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource (Required 3 Years)
• Perform agency computer repairs, as needed (Required 3 Years)
• Install software/updates on agency computers as needed (Required 3 Years)
• Assist senior technical staff as requested with lower level job tasks such as acquiring data and running reports (Required 3 Years)
• Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery (Required 3 Years)
• Create ServiceNow incidents for all phone and email requests (Required 1 Years)
• Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment (Required 1 Years)

V Group Inc. is a NJ-based IT Services and Products Company with its business strategically categorized in various Business Units including Public Sector, Enterprise Solutions, Professional Services, Ecommerce, Projects, and Products. Within Public Sector business unit, we cater IT Professional Services to Federal, State and Local. We have multiple awards/ contracts with 30+ states, including but not limited to NY, CA, FL, GA, MD, MI, NC, OH, OR, CO, CT, TN, PA, TX, VA, NM, VT, and WA.

If you are considering applying for a position with V Group, or in partnering with us on a position, please feel free to contact me for any questions you may have regarding our services and the advantages we can offer you as a consultant.

Please share my contact information with others working in Information Technology.

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