Support Desk Analyst - (Harrisburg)
PSECU's online application service! - Harrisburg, PA

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DESCRIPTION

PSECU, a $4+ billion full service financial institution, is seeking a Support Desk Analyst for our Harrisburg PA site. The Support Desk Analyst ensures that end-users are able to get back to work as soon as possible following an interruption in normal service delivery by solving incidents reported to the Support Desk, documenting known workarounds to problems, and escalating issues to the appropriate IT unit, when necessary.

DUTIES

To manage or escalate all incidents, changes, and problems reported to the ITS Support Desk.To communicate all incident information clearly, thoroughly, and in a timely manner to the ITS unit/person that will be handling the call. To assist in building a knowledgebase of solutions used to solve future incidents and to reduce the need to escalate incidents. To answer member inquiries as assigned and troubleshoot problems with computer systems, including hardware and software, e-mail, network and peripheral equipment problems; and to make repairs and corrections. This position requires evening and weekend hours, and a pager rotation responsibility. Rotating schedule: Week 1 - 1pm-9pm Monday through Friday, Week 2 - 10am-6pm Tuesday - Friday and 9am-5pm Saturday

QUALIFICATIONS

An Associate's Degree with major course work in Computer Information Systems or equivalent field is required and one year experience in an IT support environment. Must have experience with the various versions of the Microsoft Windows operating system, the Microsoft Office suite (including Outlook, Internet Explorer, Excel, and Word), and various popular internet browsers.Knowledge of ITIL and IT Service Management, preferred.Strong interpersonal, organizational, and analytical skills required. Must be able to effectively communicate both verbally and in writing.Ability to work independently and lift 25 pounds when necessary. Ability and desire to learn new computer applications, technologies and procedures.Must be credit worthy and bondable. To manage or escalate all incidents, changes, and problems reported to the ITS Support Desk.To communicate all incident information clearly, thoroughly, and in a timely manner to the ITS unit/person that will be handling the call. To assist in building a knowledgebase of solutions used to solve future incidents and to reduce the need to escalate incidents. To answer member inquiries as assigned and troubleshoot problems with computer systems, including hardware and software, e-mail, network and peripheral equipment problems; and to make repairs and corrections. This position requires evening and weekend hours, and a pager rotation responsibility. Rotating schedule: Week 1 - 1pm-9pm Monday through Friday, Week 2 - 10am-6pm Tuesday - Friday and 9am-5pm Saturday

PSECU's online application service! - 14 months ago - save job