Service Desk Analyst
SR International, Harrisburg, PA, United States
Job Description:
Key Responsibilities: Provides technical assistance, support, and advice to end users for hardware, software, and systems. Ensure quality standards and SLAs are followed. Serves as a contact for level 1 support for users having problems using computer software, hardware, and operating systems, and escalates as necessary. Coordinates with co-workers to research problems and find solutions. Coordinates with user to participate in diagnostic procedures or by listening to and following instructions. Track every call or email in the IT ticketing system, currently ServiceNow. Monitor call center software for incoming calls and answer promptly. Suggest update to the user-training manuals, KB's, and procedures. On-site training will take place in Harrisburg. After the training is complete, this is currently a full-time teleworking opportunity but telework policies are subject to change.
This position will provide IT phone and email support for the Conservation & Environment Delivery Center (CEDC) including Commonwealth employees in 3 agencies and 2 boards, and the public using CEDC websites.
Training will occur in a CEDC or OA facility in Harrisburg.
After training, this will be a teleworking (work from home) position but may change in the future. The candidate will be expected to have a dedicated workspace available for a Commonwealth provided computer and a stable internet connection.
Required Experience
1 to 3 years of help desk experience Preferred Qualifications Experience at a similar service desk environment Experience with ServiceNow or similar ticketing system
Compensation: $19.00 per hour
About SR International INC
SR International has been a leading name among the IT consulting companies with offices in US and India. For past 16 years, our industry experience and domain knowledge have enabled us to provide innovative solutions to our customers.
Who We Are We Are Leading IT Based Solution Providers
Today, the world of business information represents the realization of our collective efforts toward improving the future. Held only by the limits of our imagination, the business world is accelerating at an ever-increasing pace. Imagine a better way of doing business, of implementing the perfect software, of refining practice or business integration. All it takes are benchmark standards in service, support, and technical know-how, which have been our bread and butter.
Our Vision
Established in 2002, SR International Inc is one of the fastest growing and reputed provider of Information Technology Services and Solutions in the USA. Since our inception, we have been a trusted IT partner for our clients. We take pride in our highly skilled IT Resources and unique engagement model. We have been consistently delivering on our promises as a high-performance team. Our expertise in Cloud Computing, Mobility, Web Technologies, ERP and CRM are second to none. Our industry-leading flagship product iMathSmart is re-defining math learning experience for school students.
Career At SR International
At SR International, we treat our consultants like family. Our business and our reputation have been built and maintained by quality resources working onboard, so it's important for us to maintain the quality resource pool.
Key Responsibilities: Provides technical assistance, support, and advice to end users for hardware, software, and systems. Ensure quality standards and SLAs are followed. Serves as a contact for level 1 support for users having problems using computer software, hardware, and operating systems, and escalates as necessary. Coordinates with co-workers to research problems and find solutions. Coordinates with user to participate in diagnostic procedures or by listening to and following instructions. Track every call or email in the IT ticketing system, currently ServiceNow. Monitor call center software for incoming calls and answer promptly. Suggest update to the user-training manuals, KB's, and procedures. On-site training will take place in Harrisburg. After the training is complete, this is currently a full-time teleworking opportunity but telework policies are subject to change.
This position will provide IT phone and email support for the Conservation & Environment Delivery Center (CEDC) including Commonwealth employees in 3 agencies and 2 boards, and the public using CEDC websites.
Training will occur in a CEDC or OA facility in Harrisburg.
After training, this will be a teleworking (work from home) position but may change in the future. The candidate will be expected to have a dedicated workspace available for a Commonwealth provided computer and a stable internet connection.
Required Experience
1 to 3 years of help desk experience Preferred Qualifications Experience at a similar service desk environment Experience with ServiceNow or similar ticketing system
Compensation: $19.00 per hour
About SR International INC
SR International has been a leading name among the IT consulting companies with offices in US and India. For past 16 years, our industry experience and domain knowledge have enabled us to provide innovative solutions to our customers.
Who We Are We Are Leading IT Based Solution Providers
Today, the world of business information represents the realization of our collective efforts toward improving the future. Held only by the limits of our imagination, the business world is accelerating at an ever-increasing pace. Imagine a better way of doing business, of implementing the perfect software, of refining practice or business integration. All it takes are benchmark standards in service, support, and technical know-how, which have been our bread and butter.
Our Vision
Established in 2002, SR International Inc is one of the fastest growing and reputed provider of Information Technology Services and Solutions in the USA. Since our inception, we have been a trusted IT partner for our clients. We take pride in our highly skilled IT Resources and unique engagement model. We have been consistently delivering on our promises as a high-performance team. Our expertise in Cloud Computing, Mobility, Web Technologies, ERP and CRM are second to none. Our industry-leading flagship product iMathSmart is re-defining math learning experience for school students.
Career At SR International
At SR International, we treat our consultants like family. Our business and our reputation have been built and maintained by quality resources working onboard, so it's important for us to maintain the quality resource pool.