IT Help Desk Analyst

Responsibilities

• Identifies, diagnoses, and resolves problems for users of personal computers (Desktops, Laptops, Tablets, and Smart Phones), software and hardware, CCP network, the Internet and new computer technology in a call center/on-site environment.
• Communicates solutions to end-users.
• Provides one-on-one end-user problem resolution over the phone or in person for CCP approved Personal Computer (PC), Laptop, Tablet, Smart Phone software.
• Delivers, tags, sets up, and assists in the configuration of end-user PC desktop, Laptop, Tablet, Smart Phone hardware, software and peripherals.
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, dial-in, and local-area network access problems.
• Performs desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
• Affords assistance to Network Technicians in creating materials for end-user frequently asked questions (FAQs).

Requirements

• Proficiency in Microsoft Windows, Microsoft Office, Printers, Scanners and Smart Phones.
• Intermediate knowledge in hardware and networking.
• Ability to provide excellent customer service and public relations outreach.
• Prior proven ability to effectively manage multiple priorities and meet deadlines.
• Demonstrated ability to excel both independently and as a team member in a lively, collaborative environment.
• Excellent written and verbal communications skills with a demonstrated ability to make difficult concepts easy to understand.
• Will be part of the on-call/first-call rotation and will rotate the on-call/first-call responsibility every 7-8 weeks.
• Must be able to sit for prolonged periods of time in front of a computer.
• Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking.
• Must be able to travel to remote locations throughout the Philadelphia area.
• Must have an even temperament.
• Ability to travel to site locations with personal vehicle.

Additional Requirements

• Legal and up-to-date Driver's license is required.

Benefits

• Medical, vision, dental
• 401k, profit sharing
• LTD
• Generous PTO
• Paid holiday time

Pay

$Competitive salary

Schedule

Full time, rotating on-call/first-call responsibilities, 24x7 off-hours support required.