firstPRO is seeking a qualified Help Desk Analyst for our client, a large insurance organization based out of Pennsylvania. They are seeking someone adept in password resets/account unlocks, Microsoft Office 2016 troubleshooting, and connectivity/performance issues.

Help Desk Analyst

Job Details

• Compensation: $23 – $25/hour with benefits (Health, Dental, Vision)
• Type: Contract to Hire
• Location: Blue Bell, Pennsylvania
• Hybrid
• Schedule: 8:00 AM to 5:00 PM 

Job Responsibilities

• Respond to requests for technical assistance via phone, via e-mail or in person
• Provide first level technical support and assistance and assign complex and/or high priority problems to the appropriate support groups for resolution
• Utilize available monitoring tools to identify problem
• Diagnose and resolve technical hardware and software issues when possible and redirect issues to the correct resources when necessary
• Determines the most effective manner to resolve user's technical issue.
• Engages in research and in-depth troubleshooting to resolve technical issues.
• Records required user and problem information in the HEAT Call Ticket System.
• Updates tickets with appropriate journal entries of activities and closes tickets with resolution.
• Follow standard Help Desk procedures
• Ensure resolutions are properly documented in HEAT First Level Support database
• Research questions using information resources
• Follow up with users to ensure issues has been resolved Identify and escalate situations requiring urgent attention
• Administer user account creation/changes/terminations
• Provides off-hours technical support, based on an on-call team rotation schedule
• Provides On Call After Hours support(rotation)
• Escalate Verizon MPLS issues when necessary
• Assist Help Desk Coordinator with issues that the Helpdesk Coordinator is unable to resolve

Job Requirements

• Associate degree in IT or related field with A+ or related certifications
• Five years equivalent work experience in depth knowledge and experience supporting PC hardware for desktops and laptops, Active Directory, Network troubleshooting, Windows 7, Windows 8.1 and Windows 10 operating systems
• Microsoft Office 2016 Knowledge and experience with Lotus Notes, Ivanti HEAT, Hitachi Password Manager, TeamViewer, IntelliAdmin
• Android and IOS Smart phones are a plus
• Knowledge and experience with 10 Zig, VMWare Horizon client, VPN and Remote Access Ability to perform diagnostics, identify problems and provide resolutions in a timely manner
• Understanding of Network Topology and how different nodes in a network are connected to each other and how they communicate
• Excellent oral and written communication skills.
• Must be able to clearly communicate technical guidance and instructions to users via telephone and email.
• Ability to multi-task and work under stressful situations
• Ability to read and interpret technical documents and procedure manuals