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Technical Support Analyst in Harrisburg, PA at KEPRO

Date Posted: 12/21/2017

Job Snapshot

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Job Description



JOB TITLE:            TechnicalSupport Analyst

REPORTS TO:      ServiceDesk Manager

DEPARTMENT:  InformationSystems

FLSA STATUS:     Exempt

Summary Description


Provides Tier 2 Service Desk support for theenterprise.  Performs desktoptroubleshooting and replacement of computer software and hardware.  Installs new workstations with operatingsystems and applications.  Creates useraccounts for all systems. Installs and replaces telephones and troubleshootsminor telephony issues.  Performs dailyprocessing for business systems. Provides support during infrastructure project implementations.



  • Serves as second level support for service deskincidents. Provides 1st level support as needed.
  • Maintains customer-oriented service focus
  • Serves as backup for Network Administrator
  • Updates system logs, backup logs and compliancelogs
  • Maintains inventory, receiving equipment andupdating appropriate tracking systems
  • Performs troubleshooting and repair of equipmentincluding laptops, desktops, printers and other computer related businesshardware.
  • Responsible for installing new hardware andsoftware on corporate and government-owned equipment and workstations.
  • Resolves or escalates service desk tickets inline with company service level agreements. 
  • Creates and maintains new user ID’s for allsystems.
  • Provides after hours on-call services as part ofthe service desk rotation schedule.
  • Primary onsite service desk support for businesshours (7 AM – 7PM).

The list of accountabilities is not intended to beall-inclusive and may be expanded to include other duties that management maydeem necessary from time to time.


  • High School Diploma or Equivalent.  MCP, A+ certification preferred.                                      
  • Working knowledge of computer hardware, softwareand networking systems.
  • Ability to interact with internal/externalcustomers in a consulting/training capacity.
  • Proficiency with Microsoft Office (currently2013) applications suite.
  • Experience with Microsoft operating systems,currently  Windows 7, 8, 10 and WindowsServer 2008R2
  • Experience with Active directory
  • Experience with software installation, smartphones and tablets.
  • Experience with Help Desk software such asTrack-it, Cherwell, Remedy.
  • Experience providing and resolving computerissues in remote locations.
  • Ability to lead an assigned project utilizingteam resources


  • Minimum 2-3 years hands on experience working ina service desk environment
  • 2-3 years of Experience with PC hardware,software, troubleshooting and software install,
  • Experience with VOIP and Analogtelecommunication systems a plus.
  • Cisco switching and routing a plus
  • Fax server/ desktop fax software experience aplus

Mental and PhysicalRequirements        

The physical demands described here are representative ofthose that must be met by an employee to successfully perform the essentialfunctions of this job.  Reasonableaccommodations will be made as required by law in attempt to enable an individualwith a disability to perform the essential functions of this job.  While performing the duties of this job, theemployee is regularly required to sit for prolonged periods of time; key and/orcontrol objects; interact extensively with internal and external customers;occasionally lift and/or move objects weighing up to 40 pounds; and occasionaltravel within the state.

The list of accountabilities is not intended to beall-inclusive and may be expended to include other duties that management maydeem necessary from time to time.

Equal Opportunity Employer