Help Desk Analyst at Computer Aid, Inc

Posted in Customer Service 11 days ago.

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Location: Carlisle, Pennsylvania





Job Description:


Computer Aid, Inc

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Ref No: 19-00060
Location: Carlisle,Pennsylvania


The incumbent is the primary help desk technician and will answer incoming IT Help Desk Calls, Enter Help Desk Tickets, resolve tickets, route tickets to the appropriate IT support team or resource for resolution. This incumbent will also serve as the first contact for walk-up support requests and will document the walk-up request by entering an IT Help Desk ticket. The Service 4 help desk application is used for all ticket entry and follow-through to completion. A positive Customer Service oriented attitude is required.

Job Responsibilities


  • Manage the flow of Help Desk tickets and monitor the queue for delays. Become the 1st contact for user support, interact with other IT staff of +-25

  • Assist users with hardware and software problems and questions, to include file management, Internet and software usage, peripheral usage, etc.

  • Assist with Network Administration and Management, including troubleshooting problems with communications such as hubs, routers, switches, cables, etc.

  • Initiate problem calls with Subject Matter Experts when incident trends denote a wider issue

  • Keep management informed of Help Desk ticket stats and trends. Post weekly stats to the department SQDC board. Compile other statistics as requested



Minimum Requirements


  • Two year associate degree.

  • Technical school certificate in an IT related discipline may be considered.

  • Certifications in IT a plus.

  • Apple MAC experience in a corporate environment a plus.

  • Two plus years installing, repairing and troubleshooting computers and software desired

PI106868127


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