Help Desk Analyst :: Dauphin County

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

Job summary

STI in the United States is seeking a Help Desk Analyst to provide technical assistance to end users for hardware, software, and systems by phone. You will communicate clearly, work well in a team, and deliver excellent customer service.

The role involves handling tickets, diagnosing issues, escalating when needed, and collaborating with IT staff to ensure timely resolutions. 1+ year IT service desk experience is preferred.

Qualifications

• Experience with help desk ticketing systems and call tracking.
• Ability to guide users with limited computer knowledge.
• Excellent written and spoken communication.
• Experience with Windows environments (Win7/Office 365).

Responsibilities

• Provide technical assistance for hardware, software, and systems via phone.
• Investigate and resolve software/hardware problems for end users.
• Create and escalate Remedy tickets to Tier 2/3 as needed.
• Follow quality standards and deliver strong customer service.
• Diagnose and coordinate repair by dispatching service providers.
• Reset/restore IDs and passwords via RACF or Active Directory.
• Research and update diagnostic aids as needed.

Skills

Call tracking software

Attention to details

User support

Strong communication

Organizational skills

Active Directory administration

Windows 7 and Office 365

Office 365 troubleshooting

Self-motivated

IT Service Desk experience

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.***