Job Description

Hi,

This is Thomas from Miratech . I have tried to reach you regarding a job opening for a position of Help Desk Analyst. Kindly have a look at job description attached below and let me know if you are interested on this.

If you are interested kindly revert me back with an updated resume, and rate that you are expecting for this position if you are not interested kindly pass on this message to someone who is looking for a similar job opening.

Appreciate your response on this.

Role: Help Desk Analyst

Location: Harrisburg, PA

Duration: Contract

Role Description:

• Manage expectations at all levels: customers/end users, executive sponsors.

• Ensure quality standards are followed.

• Monitor the team’s open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.

• Act as the escalation point for high priority support issues.

• Able to make recommendations on policies on system use and services.

• Acts as a subject matter expert for one or more custom or COTS applications.

• Talks to programmers to explain software errors or to recommend changes to programs.

• May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.

• Write software and hardware evaluation and recommendations for management review.

• Write or revise user-training manuals and procedures.

• Develops training materials, such as exercises and visual displays.

• Provides technical assistance, support, and advice to end users for hardware, software, and systems.

• Provides hands-on technical assistance to business and technical users.

• Investigates and resolves computer software and hardware problems of users.

• Serves as a contact for level 1 support.

• Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.

• Determines whether problem is caused by hardware, software, or system.

• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.

• Talks with technical and non-technical co-workers to research problem and find solution.

• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.

• Experienced with a variety of call-tracking software and systems.

• Reads trade magazines and engages in independent study to maintain current industry knowledge.

• Follow quality standards and displays strong customer service skills.

• Able to work in a team environment.

• Complete assigned tasks.

• Strong communication skills; both written and spoken.

Thanks & Regards,

Thomas Bhagyanath

Team Lead

req@miratechus.com

Job Type: Contract

Pay: $18.00 - $20.00 per hour

Expected hours: 40 per week

Schedule:

• 8 hour shift
• Day shift

Work Location: On the road

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