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Help Desk Analyst

Warrendale, Pennsylvania 15086 | Contract

Job ID: 681 Industry: Information Technology / Systems Pay Rate: 38000

Our client is seeking a competent Help Desk Analyst to provide fast and useful technical support for computer systems, software, and hardware. You will respond to queries on basic technical issues and provide guidance as to how to solve them. Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution, and must also be customer-oriented and patient to deal with challenging customers and issues.


• Serve as the first point of contact for those seeking technical assistance

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Receive and accurately log all incidents and issues into ticketing system

• Follow established processes and protocol for the control, escalation, tracking and follow-up of any reported issues

• Escalate technical incidents as needed to the appropriate Level 2 and Level 3 partners

• Work through assigned tickets on a daily basis so that issues are resolved in a timely manner

• Open trouble tickets with 3rd party support vendors as needed

• Continue to develop technical skills and business acumen maintain to provide superior customer support services as new technologies are implemented within the organization

• All other duties as assigned


• Excellent verbal and written communication skills

• Customer-Service oriented and cool-tempered

• Good understanding of computer systems, mobile devices and other tech products

• Tech savvy with working knowledge of Microsoft Windows and Office

• Able to effectively listen to issues and diagnose problem

• Must be resourceful and proficient at problem-solving and troubleshooting issues

• Prior Tech Support or Call Center experience preferred

• Must be team-oriented and act with integrity at all times


• Flexibility to work shifts (1st, 2nd, or 3rd) including one or both weekend days (7AM-2AM)

• No travel required

Vincent Vennero

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