Help Desk Analyst

STI; Harrisburg (Dauphin County); On-site; USD 44,000 - 56,000; Full time

Job summary

STI seeks a Help Desk Specialist in the Harrisburg, PA area to promptly answer phone and email requests, escalate issues via ServiceNow, and assist with routine computer repairs and software updates. The role requires 3+ years of help desk experience and strong customer service skills.

You will support data tasks, generate daily reports, and collaborate with senior IT staff to ensure workstation reliability. On-site position with growth opportunities within the IT team.

Qualifications

• 3+ years of help desk experience.
• Experience answering phone and emails promptly.
• Ability to log incidents in a tracking system and escalate as needed.

Responsibilities

• Answer help desk phone promptly.
• Respond to help desk emails promptly.
• Escalate issues to senior staff by creating ServiceNow incidents.
• Perform agency computer repairs as needed.
• Install software and updates on agency computers.
• Assist senior staff with data gathering and report generation.
• Run daily reports and deliver or route them as required.
• Create ServiceNow incidents for requests.
• Assist with cable cleanup, data center cleaning, and equipment moves.

Skills

Help desk support

Customer service

Phone & email communication

Data & reports

Tools

ServiceNow

Job description

• 3+ years Promptly answer help desk phone
• Promptly respond to help desk emails
• Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource
• Perform agency computer repairs, as needed
• Install software/updates on agency computers as needed
• Assist senior technical staff as requested with lower level job tasks such as acquiring data and running reports
• Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery
• Create ServiceNow incidents for all phone and email requests
• Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment
• Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue and logs in tracking system