Customer-Focused IT Help Desk Analyst

STI; Pennsylvania; On-site; USD 42,000 - 54,000; Full time

Job summary

STI is seeking a Help Desk Analyst to provide frontline IT support for end users in a fast-paced environment. You will handle hardware, software, and system issues via phone, apply diagnostic procedures, and escalate to Tier 2 or external providers when needed.

The role requires strong communication, customer service, and teamwork, with 1+ years of IT service desk experience and familiarity with Remedy ticketing and AD administration.

Qualifications

• 1+ years IT Service Desk or Call Center experience.
• Experience with call tracking and ticketing software.
• Experience with Microsoft Windows 7 and Office 365.
• Experience with Remedy trouble tickets and ticketing tools.
• Familiarity with Active Directory administration and permissions.
• Strong written and verbal communication skills.

Responsibilities

• Provide technical assistance to end users for hardware, software, and systems via phone.
• Investigate and resolve computer software and hardware problems.
• Answer questions using knowledge of systems and procedures.
• Collaborate with teammates to research problems and find solutions.
• Create and escalate Remedy tickets to Tier 2 or 3 providers as needed.
• Maintain quality standards and strong customer service.
• Reset or restore mainframe, LAN, and user IDs as required.
• Coordinate repairs by dispatching service providers and tracking status.

Skills

Call tracking software

Attention to detail

User support

Communication skills

Organizational skills

Active Directory administration

Office 365

Remedy

RACF

IT Service Desk experience

Remedy ticketing

Tools

Remedy

RACF

Active Directory

Job description

STI is seeking a Help Desk Analyst to provide frontline IT support for end users in a fast-paced environment. You will handle hardware, software, and system issues via phone, apply diagnostic procedures, and escalate to Tier 2 or external providers when needed.

The role requires strong communication, customer service, and teamwork, with 1+ years of IT service desk experience and familiarity with Remedy ticketing and AD administration.