Call Center Analyst/Help Desk Analyst - Dauphin County, PA/On-Site

STI; Pennsylvania; On-site; USD 22,000 - 28,000; Full time

Job summary

STI in Dauphin County, PA is seeking a Call Center Analyst/Help Desk Analyst for an on-site position. The role involves handling telephone and email support for business applications, with issues logged and escalated as needed.

Training will be provided; the contractor will work 5 days in the office and 5 days remote, with shifts 8:00–16:30 or 8:30–17:00. Ideal candidates will troubleshoot login and application issues, use technical databases, and communicate progress clearly while collaborating

Qualifications

• Handles phone and email user support.
• Identifies whether issue is hardware or software related and logs accordingly.
• Escalates issues following defined procedures.
• Assists users through problem solving steps.

Responsibilities

• Receives calls and emails from users needing help with applications.
• Determines problem type and logs in tracking system.
• Escalates issues per procedure and follows up with users.
• Researches problems using technical databases and collaborates with colleagues.
• Communicates status updates clearly and promptly.
• Works well in a team environment and completes tasks.

Skills

Strong communication

Teamwork

Time management

Tools

Ticketing system

Technical databases

Job description

Call Center Analyst/Help Desk Analyst

Dauphin County, PA / On-Site 10+ Months

Pay rate: $16/hr.

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.