Keystone Human Services IT Department has an exciting opportunity for a Help Desk Analyst. This is a hybrid position, reporting to the Harrisburg office twice a week. The Help Desk Analyst will provide employees with friendly and consistent support and guidance in a call center environment. This individual will provide quick, clear, and accurate solutions to support the achievement of organizational goals and objectives. Essential Functions: Accepts and registers Service Calls Effectively collaborates with end users and handles stressful situations involving callers Tracks the progress of assigned Service calls throughout the process, from start to finish, to ensure that issues and requests are resolved within the agreed Service Level Agreement (SLA) Attempts to resolve employee issues on the first execution Refers Service Calls to second level support when necessary Escalates calls and requests to the appropriate management level when thresholds are violated Communicates internally and externally the status of service calls with end users Updates data in tracking software as required Minimum Requirements: High School Diploma or equivalent and two years computer support experience or an associate degree in computer science with six months of computer support experience required. A+ Certification or equivalent hardware skills preferred. Thorough knowledge of computer systems, Information Technology (IT) components and various software including Windows Operating systems, Microsoft Office suite, Email distribution lists, and various internet browsers. Functional knowledge of internet security and data privacy principles. Experience with Local Area Networks (LAN), Wide Area Networks (WAN) and Virtual Private Network (VPN) preferred. Exceptional ability to communicate both orally and in writing and to be able to read, interpret and apply written information. Ability to prioritize, manage and troubleshoot multiple projects using effective time-management and organizational skills. Ability to learn and apply advanced computer skills, including the use of computer software and other web-based systems. Access to a privately maintained and insured vehicle and valid drivers license. Position Details: Pay rate is $21.00 per hour (non-exempt position) Great work environment, excellent benefits, career development and advancement opportunities Keystone Human Services is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, gender identity or any other protected characteristic under federal, state or local law. We believe in diversity and encourage any qualified individual to apply. Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Who we are: Keystone Human Services works to create an environment where all people, regardless of ability, can grow, make choices and be valued and contributing members of the community. What we do: Keystone Human Services provides community-based services for children, adolescents, adults, and families in the areas of intellectual disabilities, autism, and mental health. In addition, we provide technical assistance to governments and other organizations to develop frameworks of support for people with disabilities. We also support educational efforts to promote community understanding and awareness of the value and importance of inclusion for all people in all aspects of society. We offer services and supports in Pennsylvania, Connecticut, Delaware, and New Jersey in the United States, as well as parts of Eastern Europe and India. Keystone Human Services works to make our website accessible. However, if you are unable to access the online application, please call 717-775-1356. If you are a current Keystone Human Services employee, please click this link to apply through your Workday account. Keystone Human Services works to make our website accessible. However, if you are unable to access the online application, please call 717-775-1356.
