Help Desk Analyst : Dauphin County

STI; Pennsylvania; On-site; USD 42,000 - 60,000; Full time

Job summary

STI is seeking a Help Desk Analyst to provide technical assistance to end users for hardware, software, and systems via phone, diagnosing issues and guiding users through solutions.

The role emphasizes strong communication, teamwork, Remedy ticketing, and knowledge of Windows 7 and Office 365, with 1+ year service desk experience preferred. Saturday shifts are scheduled quarterly with two weeks’ notice.

Qualifications

• Experience with call tracking and ticketing software
• Attentive to details and resourceful using documentation
• Ability to support users with limited knowledge of computers, software, hardware, and systems
• Excellent communication skills and telephone manner
• Excellent organizational skills
• Basic User & Security Group Active Directory administration
• Strong knowledge of Windows 7 and Office 365
• Experience with Office 365 in a network environment (permissions, calendar sharing, delegation)
• Self-motivated achiever with customer service focus
• 1+ years IT Service Desk or Call Center experience required

Responsibilities

• Provide technical assistance to end users for hardware, software, and systems via phone
• Investigate and resolve computer software and hardware problems
• Create and escalate Remedy trouble tickets to Tier 2/3 or 3rd party providers as needed
• Follow quality standards and maintain strong customer service
• Work in a team environment and complete assigned tasks
• Reset or restore mainframe, LAN and User IDs/passwords via RACF or Active Directory
• Research and update reference publications to resolve end user issues

Skills

Ticketing software

End-user support

Communication skills

Active Directory

Windows 7 / Office 365

Office 365 troubleshooting

IT Service Desk experience

Remedy

Teamwork

Tools

Remedy

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.