Help Desk Analyst — Elevate IT Support & End-User Service

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

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.