Help Desk Analyst (windows) - Local to Harrisburg, PA only

***An initial virtual interview via Teams with video-enabled will be conducted, followed up by a mandatory in-person interview for the position.***

Summary: The Help Desk Analyst analyzes and troubleshoots computer support problems and applies an understanding of computer software and hardware products and services to resolve user problems. The Help Desk Analyst is knowledgeable on the usage and support of the products that run on the Windows operating system. The Help Desk Analyst provides hands-on technical assistance to business and technical users and investigates and resolves computer software and hardware problems for users. The Help Desk Analyst serves as a contact for level 1 support and assists users who are experiencing issues using computer software, hardware, and operating systems, escalating issues, as necessary. The Help Desk Analyst determines whether issues are caused by hardware, software, or system and answers questions, applying knowledge of computer software, hardware, systems, and procedures. The Help Desk Analyst also participates in infrastructure projects such as operating system upgrades, asset renewal initiatives, and application roll outs. Up to 25% will be spent on field/project activities.

Education: college degree in Computer Information Systems or equivalent technical studycertifications preferred

Requirements:verbal and written communication

skillsto work both independently and team environmentcustomer service mindset365/Windows OS - Windows 10Edge supportSharePoint Online

experienceDynamics 365 Customer ServiceComputer Desktop, Laptop, Mobile devicesPrintersAccess & PowerPoint 365Chrome and Mozilla FirefoxShellDirectoryHello for BusinessServerConfiguration Manager (SCCM)(wired and wireless)

Security conceptsDescription: 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.the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.problems in accordance with defined procedures.users through problem solving steps.technical databases to research problems, and talks with co-workers to research problem and find solution.software and hardware for troubleshooting and problem resolution.to diagnose and detect correct equipment errors and repair products by replacing worn or broken parts, and making technical adjustments.appropriate use of reference publications and diagnostic aids in resolving technical problems.in coordination of changes, upgrades, and new products, ensuring systems will operate correctly in current and future environment.accurate and complete answers to general use and administrative environment questions in a timely manner.shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.accurate and useful status updates.and reports time spent on all work activities.quality standards.to work in a team environmentassigned tasks.communication

skills; both written and spoken.