Help Desk Analyst

Under the general supervision, the Help Desk technician serves as the main point of contact between the IT Services Information Management Systems (ISM) Department provides and the users of these services to resolve and or diagnose as many problems as possible at this first level of support., · Provide Tier 1 help desk support.

• Daily troubleshooting and resolution of workstations, printer, network, software application problems.

· Respond to IT calling queue's end-users support requests or via emails, phone calls, or in-person walk-ins. · Maintain Active Directory objects such as users and devices (computers, printers) through adding, deleting, editing, etc… tasks of these objects · Maintains work log of service requests, equipment malfunctions, software errors, failures, and technical configurations; identifies and reports trends and technical problems which need to be addressed by improved methodologies, procedures, and policies · Creating and updating Knowledge Documentation on a regular basis · Assists in mass endpoints deployments process which includes, not limited to, device information capturing, end-user agreement form signing · Updates asset inventories on a regular basis · Maintains organized, inventoried workplace area such as Prep Room, and Data Centers · Occasionally travel to other offices, with possible overnights and afterhours stays · Maintain approved set forth SLAs · Patching Data Center network attached devices during Sundays and provide support after business hours or holidays when needed · Enforces technology policies and system controls. · Educate, and train end-users of the ISM business applications and operations. · Stays abreast of trends and innovations in information systems issues and policies. · Maintains absolute confidentiality of work-related issues and PHA information; performs related duties and responsibilities as assigned. · Undertaking of IT related assignments, as directed · Other duties as assigned

· Excellent customer service and interpersonal skills · Responding to emails, fax, walk-ins effectively with professionalism · Excellent communication both orally and in writing · Superior understanding of computer hardware and software systems · Problem solving skills · Time Management skills · Attention to details and ability to follow policy and procedures and prioritize tasks · Strong hands-on experience with Microsoft Word, Excel, PowerPoint, and Visio · Ability to interact with people of different social, economic, and ethnic backgrounds · Familiar with computer and network components · Ability to install, and configure software applications such as e-mail application system

Certifications, Licenses required · A valid Commonwealth of Pennsylvania Driver's License is required. · Preferred Certifications: CCNA, CCNP, CompTIA A+, and MCSA: Windows Server 2016

Supervisory responsibilities · None

Physical demands, activities, environmental conditions Work is performed in a standard office environment. Physical dexterity is required to work in confined spaces and use precision tools and equipment; requires vision capacity to perform fine calibrations and differentiate between colored wires. Required to regularly lift up to 50lbs. Occasional ascending or descending ladders, stairs, scaffolding, ramps, poles and the like Occasional moving self in different positions to accomplish tasks in various environments including tight and confined spaces Occasional moving about to accomplish tasks or moving from one worksite to another. Occasional remaining in a stationary position, often standing or sitting for prolonged periods Constantly operating machinery and/or power tools. Occasional operates motor vehicles

Travel required · Limited travel to PHA sites as warranted.

Minimum education/experience Associate Degree; AND or equivalent combination of education, experience or training

Minimum experience One (1) or more years application work experience in a combination of customer service and IT technical support

Preferred education and experience Bachelor's Degree in Computer Science or related field

Affirmative Action/EEO statement We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability