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DOS-A4 Core SD2
Ref No.: 18-47737
Location: Harrisburg, Pennsylvania
Start Date: 07/09/2018
 
Status Open
Position # 569488
Position DOS-A4 Core SD2
Region  Name State of PA- DOS
Worksite Address Harrisburg, PA Area
Tenure 12+ Months
No. of Openings: 2 (INTERVIEW TYPE:  In-Person)









NOTE:
Question 1 First round, in-person interviews are required for this position. Do you accept these conditions?
Question 2 Client would prefer candidates local to the Harrisburg, PA Area. Do you understand?
Question 3 If you elect to, please provide your candidate's e-mail address and phone number under Summary of Qualifications (seen in the Details tab). This should never be in the resume. Did you do that?
Question 4 Resume wise, please do not include filler material (i.e. describing a company's core capabilities/description). Please only include relevant info (i.e. what was done at the job/project). Is this reflected in the resume?
 
SKILL MATRIX
Skill Required / Desired Amount of Experience Candidate Experience Last Used
Tier 1 Helpdesk Experience Required 3 Years    
Promptly answer help desk phone. Required 3 Years    
Promptly respond to help desk emails. Required 3 Years    
Create ServiceNow incidents for all phone and email requests. Required 1 Year    
Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource. Required 3 Years    
Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery. Required 1 Year    
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    
Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment. Required 1 Year    
 
COMPLETE DESCRIPTION:  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.
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.