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HHS IT Help Desk Analyst
General Function
Under supervision of Level II agents and management, the HHS IT Help Desk Analyst will provide technical software, hardware, and network problem resolution, making independent decisions by performing question/problem diagnosis in a call center environment. Other responsibilities include password resets, e-mail requests, Fax, Web requests, and direct requests for Service Desk support. The HHS IT Help Desk Analyst will document, research, identify, and attempt to solve technical problems on initial call and/or triage where appropriate for resolution. Document and track support activity and clearly communicate technical solutions in a user friendly professional manner. Candidate will perform all other related duties assigned. Uses expertise in customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products. Develops working relationships to support the goal of providing customers with excellent service as outlined in Service Level Agreements (SLAs), for First Call Resolution (FCR), Abandon rate, and Queue Management.
Essential Duties and Responsibilities
The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to this position.
Knowledge, Skills, and Abilities Required:
Physical and Mental Demands
The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. You will be regularly required to sit, talk, or hear in person and by multi-media, use hands to finger, handle, feel, or operate standard office equipment and reach with hands and arms. Vision abilities required by this job include close vision and the ability to adjust focus.
While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients, and Vendors. Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.
Full Time
Education & Training Services
$49k-61k (estimate)
04/11/2023
05/07/2024
inspiritec.org
PHILADELPHIA, PA
100 - 200
2000
JOHN F CONNOLLY JR
$10M - $50M
Education & Training Services
InspiriTec exists to enable people with disabilities and other disadvantages to gain skills and a job in Information Technology (IT) professions. In support of the mission, InspiriTec operates its own commercial IT firm which provides core technology and resources back into training programs, and which often serves as a competitive and supportive work environment for graduates. This entrepreneurial approach to operating a charitable organization ensures that InspiriTec practices what it teaches. In employing people with disabilities as programmers, network engineers, customer service represent ...
atives, and project managers, InspiriTec provides Call Center Services, software development, web page design and development, and network integration services.
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