Helpdesk Representative Iii #: 23-04658

Job Title: Service Analyst Associate III
Job Location: Cranberry Township, PA
Job Duration: 04 Months
Job Overview
The Service Analyst job family forms part of the Service Management track within the IT function. Members of this family provide support to end-users and provide pro-active monitoring of ***’s computer system through ITIL methodology best practices of Incident, Problem, and Knowledge-centered support.

Individuals in this job position perform work at the intermediate level within this job family.
The Helpdesk Representative III (HDRIII), located in Cranberry Township, PA, provides support to end users and IT systems on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, emails, and personnel requests for technical support. Performs pro-active monitoring of ***’s computer systems through appropriate tools. Documents, tracks, and monitors problems to ensure timely resolutions. Works directly with customers on resolving problems that typically take greater time and experience to resolve. Participates in various projects to monitor and improve responsiveness to customer. Plans and monitors goals. Incumbents are service matter experts and promote instructions from pre-established guidelines to resolve issues.
Minimum Required Qualifications

• Call Center Technologies
• Process control and monitoring
• A 4-year degree in Information Technology, or a related discipline
• Working knowledge of related ITIL standards or best practices
• Standard desktop, tools & utilities
• Server operating systems, tools & utilities
• Knowledge of commonly-used concepts, practices, and procedures in the related field
• IT networks and voice services
• 1-3 years of technical support experience in a computer-related area
• IT security and Disaster recovery
• Intermediate knowledge of infrastructure support components

Preferred Skills

• Strong verbal communication skills, including the ability to document operations procedures
• Successful completion of the IT Entry Logic and Problem Solving Test
• Ability to work in an office or retail store environment with sensitivity for safety and physical security
• Strong analytical, communication, problem solving, and organizational skills
• Strong analytical abilities to quickly resolve technical problems, evaluate alternative approaches and to recommend the most feasible and economical solutions
• Ability to work without close supervision while ensuring that tasks are done effectively and consistently
• Advanced troubleshooting skills
• Availability to work rotating shifts and holidays
• Ability to effectively work independently or in a team environment
• Ability to effectively interact with a diverse user base

Success Factors:
Prime Success Factors (focus On Results, Drive Change, Promote Teamwork, Build Trust & Respect, Understand Market & Customer Perspective) Plus The Following

• Take Responsibility
• Manage Complexity
• Attend to Detail
• Communicate and Share Information
• Solve Problems

Shift:
Mon-Fri 7:00am-4:00pm. OT is available if approved for situations such as an analyst working through a lunch.