Help Desk Analyst - Dauphin County, PA

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

Job summary

STI is seeking a Help Desk Analyst to provide frontline IT support for end users in a fast-paced environment. You will handle hardware, software, and system issues via phone, apply diagnostic procedures, and escalate to Tier 2 or external providers when needed.

The role requires strong communication, customer service, and teamwork, with 1+ years of IT service desk experience and familiarity with Remedy ticketing and AD administration.

Qualifications

• 1+ years IT Service Desk or Call Center experience.
• Experience with call tracking and ticketing software.
• Experience with Microsoft Windows 7 and Office 365.
• Experience with Remedy trouble tickets and ticketing tools.
• Familiarity with Active Directory administration and permissions.
• Strong written and verbal communication skills.

Responsibilities

• Provide technical assistance to end users for hardware, software, and systems via phone.
• Investigate and resolve computer software and hardware problems.
• Answer questions using knowledge of systems and procedures.
• Collaborate with teammates to research problems and find solutions.
• Create and escalate Remedy tickets to Tier 2 or 3 providers as needed.
• Maintain quality standards and strong customer service.
• Reset or restore mainframe, LAN, and user IDs as required.
• Coordinate repairs by dispatching service providers and tracking status.

Skills

Call tracking software

Attention to detail

User support

Communication skills

Organizational skills

Active Directory administration

Office 365

Remedy

RACF

IT Service Desk experience

Remedy ticketing

Tools

Remedy

RACF

Active Directory

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.