Help Desk Analyst

S R INTERNATIONAL INC; Harrisburg (Dauphin County); On-site; USD 48,000 - 70,000; Full time

Job summary

S R INTERNATIONAL INC is seeking a Help Desk Analyst to provide phone-based technical support for hardware, software and systems. You will troubleshoot issues, create Remedy tickets, and coordinate with Tier 2/3 staff or third-party providers to ensure resolution in a team-oriented environment.

The role requires 1+ years in IT service desk or call center, strong communication, and basic Active Directory administration.

Qualifications

• 1+ years of IT Service Desk or Call Center experience.
• Experience with call tracking and ticketing software.
• Experience with Office 365 within a network environment.
• Strong communication and organizational skills.
• Ability to support users with limited computer knowledge.
• Basic Active Directory administration.
• Knowledge of Windows 7 and Office 365.
• Ability to reset or restore mainframe, LAN and user IDs via RACF or AD.

Responsibilities

• Provide technical assistance for hardware, software and systems via phone.
• Investigate and resolve software/hardware problems for users.
• Create and expand Remedy tickets to Tier 2/3 or 3rd party providers as needed.
• Follow quality standards and deliver strong customer service.
• Work in a team environment and complete assigned tasks.
• Reset or restore mainframe, LAN and user IDs/passwords via RACF or AD.
• Dispatch and coordinate repair with service providers; track progress.
• Research and update reference materials to resolve issues.

Skills

Call tracking software

Detail orientation

User support

Communication skills

Organizational skills

Active Directory administration

Office 365 administration

Windows 7

Remedy ticketing

RACF

Tools

Remedy

RACF

Active Directory

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 expand 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.