Application Help Desk Analyst

Black Consulting Services, Inc. (BlackCSI) is seeking a highly qualified and conscientious help desk analyst for a long-term contract position to provide Help Desk Level I application support services at a Commonwealth of Pennsylvania agency office location. This individual will be part of a team working an assigned shift providing coverage Monday-Friday between the core help desk hours of 7:30 AM through 5:00 PM.

The primary responsibilities this individual will perform include the following:

  • Serve as the primary contact by phone, e-mail, and fax for the processing of help tickets from county DRS offices and other organizations using the PACSES system

  • Facilitate resolution of issues with program office subject matter experts

  • Notify users when resolutions have been achieved

  • Provide reports, as defined, including call volume and details, and user satisfaction

  • Communicate professionally with the counties and other stakeholders via phone, email and fax.

  • Work directly with County office representatives to answer questions and perform problem resolution

  • Provide Tier 1 support for all system users

  • Reset passwords for end users

  • Enter tickets in the appropriate system (SupportMagic/Remedy) and identify staff necessary to resolve problem and route accordingly

  • Provide management with any required reports and status

  • Additional duties as assigned.

Qualified candidates should have the following technical skills:

  • At least one (1) year of help desk support experience

  • SupportMagic or Remedy experience preferred

  • Microsoft Office Suite (Word, Excel, Outlook)

  • Software experience a must.

Education:

  • High school diploma required

Candidates must pass a criminal background check and drug screen to qualify for consideration. Veterans who have served in our armed forces and individuals enrolled in Pennsylvania’s Temporary Assistance for Needy Families (TANF) Program are strongly encouraged to apply.

BlackCSI is an Equal Opportunity Employer.

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(717) 620-3042

BlackCSI
507 N. York Street
Mechanicsburg, Pennsylvania 17055