Helpdesk Analyst

  • 2018February


    Devcare solutions


    Harrisburg,Pennsylvania , Pennsylvania (PA)

    H1B Green Card US Citizen



    6 Months

    Hardware,software,call tracking,ticketing software,user training, documentation,

    6-8 Years

    Job Description


    The Help Desk Analyst provides Helpdesk Level 2 Support by performing the skills listed below.

    Role Description:

    • Manage expectations at all levels: customers/end users, executive sponsors.

    • Ensure quality standards are followed.

    • Monitor the team’s open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.

    • Act as the escalation point for high priority support issues.

    • Able to make recommendations on policies on system use and services.

    • Calls software and hardware vendors to request service regarding defective products.

    • Acts as a subject matter expert for one or more custom or COTS applications.

    • Talks to programmers to explain software errors or to recommend changes to programs.

    • May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.

    • Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.

    • Write software and hardware evaluation and recommendations for management review.

    • Write or revise user-training manuals and procedures.

    • Develops training materials, such as exercises and visual displays.

    • Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.

    • Provides technical assistance, support, and advice to end users for hardware, software, and systems.

    • Provides hands-on technical assistance to business and technical users.

    • Investigates and resolves computer software and hardware problems of users.

    • Serves as a contact for level 1 support.

    • Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.

    • Determines whether problem is caused by hardware, software, or system.

    • Answers questions, applying knowledge of computer software, hardware, systems, and procedures.

    • Talks with technical and non-technical co-workers to research problem and find solution.

    • Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.

    • Experienced with a variety of call-tracking software and systems.

    • Reads trade magazines and engages in independent study to maintain current industry knowledge.

    • Follow quality standards, and displays strong customer service skills.

    • Able to work in a team environment.

    • Complete assigned tasks.

    • Strong communication skills; both written and spoken.





    Last year used

    4 year college degree in field of specialty or equivalent experience




    Tier 2 technical support for harware and software




    Experience with call tracking and ticketing software




    Provides user training, documentation, manuals




    Managing and assigning support issues




    +1 (614) 583-8755    
    Dwarakesh R     Data Analyst    

    DevCare Solutions was founded by highly experienced and a qualified team of Engineers. Our skillful engineers are inspired Microsoft Certified Solution Developers, Sun Certified Java Programmers, Mercury Certified Professionals and Certified Novell Admini   

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