Help Desk Analyst

S-R-International-Inc; Harrisburg (Dauphin County); On-site; USD 42,000 - 64,000; Full time

Job summary

S-R-International-Inc in Harrisburg, PA seeks a Help Desk Analyst to provide technical assistance to end users, troubleshoot hardware/software, and support Office 365 in a networked environment.

You will create and escalate Remedy tickets to Tier 2/3, work with colleagues to resolve issues, and maintain high customer service standards. Saturday 8 AM–12 PM quarterly with two weeks notice is scheduled.

Qualifications

• Experience with call tracking and ticketing software.
• Attentive to details and resourceful with documentation.
• Able to support users with limited knowledge of computers, software, hardware, and systems.
• Above average communication skills and telephone manner.
• Excellent organizational skills.
• Basic User & Security Group Active Directory administration.
• Strong knowledge of Windows operating systems with emphasis on Windows 7 and Office 365.
• Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation).
• Self-motivated achiever who gains satisfaction from providing excellent customer service.
• 1+ years of IT Service Desk and/or Call Center experience.

Responsibilities

• Provide technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Investigate and resolve computer software and hardware problems of users.
• Answer questions, applying knowledge of computer software, hardware, systems, and procedures.
• Collaborate with technical and non-technical colleagues to research problems and find solutions.
• Create and elevate Remedy trouble tickets to Tier 2 or 3 providers as needed.
• Follow quality standards and demonstrate strong customer service skills.
• Work effectively in a team environment and complete assigned tasks.
• Reset or restore mainframe, LAN and User IDs and passwords via RACF or Active Directory.
• Diagnose and coordinate repair of products by dispatching and tracking service providers.
• Research and update reference publications and diagnostic aids to resolve end user issues.

Skills

Call tracking software

End-user support

Communication skills

Organizational skills

Active Directory

Windows 7 & Office 365

Office 365 troubleshooting

Remedy

IT service desk experience

Self-motivated

Tools

Remedy

Job description

Job Description:

The Help Desk Analyst performs the skills listed below-

• Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Investigates and resolves computer software and hardware problems of users.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Talks with technical and non-technical co-workers to research problem and find solution.
• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
• Create and elevate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
• Follow quality standards and displays strong customer service skills.
• Able to work in a team environment.
• Complete assigned tasks.
• Excellent communication skills; both written and spoken.
• Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory
• Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
• Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.

Required Skills:

• Experience with call tracking and ticketing software
• Attentive to details and ability to be resourceful (using supplied documentation)
• Ability to support users with limited knowledge of computers, software, hardware, and systems
• Above average communication skills and telephone manner.
• Excellent organizational skills
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
• Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• 1+ years previous IT Service Desk and/or Call Center experience required.

Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks’ notice beforehand.