Help Desk Analyst - Harrisburg, PA

STI; Nashville (TN); On-site; USD 42,000 - 56,000; Full time

Job summary

STI in Nashville, TN is seeking a Help Desk Analyst to provide technical assistance for hardware, software, and systems via phone. The role involves researching problems with both technical and non-technical coworkers, escalating issues when needed, and maintaining high quality customer service.

The candidate should have 1+ years of IT Service Desk or Call Center experience, strong knowledge of Windows 7 and Office 365, and basic Active Directory administration.

Qualifications

• Experience with call tracking and ticketing software.
• Attention to details and ability to be resourceful using documentation.
• Ability to support users with limited computer knowledge.
• Strong communication skills and telephone manner.
• Excellent organizational skills.
• Basic Active Directory administration.
• Strong knowledge of Windows operating systems (Windows 7) and Office 365.
• Experience with Office 365 in a network environment (permissions, calendar sharing, delegation).
• Self-motivated achiever who values customer service.

Responsibilities

• 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 software, hardware, systems, and procedures.
• Talks with technical and non-technical coworkers to research problem and find solution.
• Utilizes diagnostic procedures and tools to resolve issues.
• Creates and escalates Remedy trouble tickets to Tier 2 or 3rd party providers as needed.
• Maintains quality standards and strong customer service.
• Works well in a team environment.
• Completes assigned tasks.
• Communicates clearly, both written and spoken.

Skills

Call tracking

Attention to detail

User support

Communication skills

Organization

Active Directory administration

Windows OS

Office 365 troubleshooting

Self-motivation

IT Service Desk experience

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.