Help Desk Analyst supporting Pennsylvania’s Medical Marijuana program by diagnosing caller issues and providing solutions. Seeking caring individuals who enjoy problem solving and helping others.
About the role
- Help Desk Analyst managing call center support for the Commonwealth of Pennsylvania. Assisting users with login issues, password resets, and technical support in a hybrid work environment.
Responsibilities
- Receive and respond to help desk phone calls and emails
- Troubleshoot and resolve application-related issues
- Identify hardware vs. application problems and log incidents
- Create and manage ServiceNow incidents for all requests
- Escalate issues according to defined procedures
- Guide users through step-by-step problem resolution
- Research issues using technical databases and internal resources
- Provide timely status updates and accurate solutions
- Follow quality standards and document time spent on tasks
- Assist with software installations, updates, and basic computer repairs
- Support senior technical staff with reports and data gathering
- Perform limited physical tasks (report delivery, cable cleanup, equipment moving)
Requirements
- Help Desk / Call Center Support – 3+ years
- ServiceNow incident creation and escalation – 3+ years
- Phone and email support responsiveness – 3+ years
- Software installation and updates – 3+ years
- Computer repairs and troubleshooting – 3+ years
- Running reports and administrative support – 1+ year
- Basic equipment handling and cable cleanup – 1+ year
- Strong written and verbal communication skills
- Ability to work effectively in a team environment
Benefits
- Strong customer service and communication skills are essential
Job title
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