Service Desk Analyst

Title : Service Desk Analyst

Location : Harrisburg, PA

Interview : - Webcam

This position is responsible for providing desktop and end user support for the Department of Labor & Industry (DLI) which consists of approximately 4000 users.

This position supports the Daily operation of several bureaus within the DLI HQ building at651 Boas Street in Harrisburg.

This position will provide primary support to the Office of Vocational Rehabilitation (OVR).

This position is responsible for addressing all assigned tasks and incidents associated with Desktop & End User problems to meet the information technology resource needs for all employees located in the Harrisburg central office, Harrisburg district office, and remote support for all field OVR.

The skill level of this position requires the ability to act independently,work in team environments and have advanced proficiency and competence in a variety of IT platforms and technologies.

There are two bureaus that make up OVR, Bureau Blindness Visual Services (BBVS) and Bureau of Vocational Rehabilitation Services (BVRS).

This position serves as an expert in the following assistive technology software, JAWS, Zoom Text, Dragon Naturally Speaking Duxbury, Kurzwell, and Fusion.

Also responsible for resolving unique hardware such as braille printing, and A / V communications.

Essential Responsibilities

• Technical expertise in incident and change management via ServiceNow
• Experience providing support to assistive technology software and hardware
• Technical knowledge in workstation deployments and installation
• Expert knowledge with MS Office products and troubleshooting skills
• Performs hardware and software diagnostics
• Performs physical installation of IT equipment
• Excellent communication skills and assists customers to resolve issues
• Assist remote IT support teams

Qualifications / Requirements

• Minimum 2 years of experience in assistive technology hardware and software.
• Minimum 4 years of experience in a desktop and end user support.
• Strong history of understanding and interest in current and emerging technologies demonstrated through training, job experience and / or industry activities.
• Strong team player collaborates well with others to solve problems and actively incorporates input from various sources.
• Demonstrated customer focus, building strong customer relationships.
• Strong analytical skills strong problem-solving skills, can communicate in a clear manner through multiple mediums and effectively evaluates information as well as data to make decisions;

anticipates obstacles and develops plans to resolve.

Change oriented actively generates process improvements; supports and drives change, and confronts difficult circumstances in creative ways.

List of Skills :

1.Thorough knowledge and use of ServiceNow or understanding of asset management system

2.Expert knowledge and use of Windows OS and O365Office products

3.Excellent customer service awareness and communication skills

4.Excellent troubleshooting and problem-solving skills

5.Knowledge of hardware desktop, printer, scanner,video conference equipment

6.Knowledge of software installation, patching and troubleshooting

7.Knowledge of imaging workstations using MDT and / or SCCM

8.Ability to transport / lift boxes / equipment

9.Knowledge of VPN setup, support and install

10.Able to resolve technical issues with users over the phone

11.Knowledge of active directory users and privileges

12.Ability to think and act under pressure