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Service Desk
Ref No.: 16-00287
Location: harrisburg, Pennsylvania
Experience Level: 3 Years
Start Date: 12/20/2016
 Service Desk 2 (SD2) - More than 3 years' relevant experience, A+ certification preferred, additional certification may be required based on specific technologies.
 
The Service Desk Analyses and troubleshoots computer support problems and applies his or her understanding of computer software and hardware products and services to resolve user problems.
 
Role Description:
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Writes or revises training manuals and procedures.
• Develops training materials, such as exercises and visual displays.
• Trains users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.
• Writes software and hardware evaluation and recommendation for management review.
• Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• Receives telephone 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.
• Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.
• Escalates problems 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.
• Tests software and hardware for troubleshooting and problem resolution.
• Provides service and preventive maintenance activities on element exchange/baseline products (products with element exchange service and traditional maintenance philosophies; i.e., terminals, printers, personal computers, etc.).
• Able to diagnose and detect correct equipment errors and repair products by replacing worn or broken parts, and making technical adjustments.
• 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.
• Supports shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• 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.