Help Desk Analyst — IT Support & End-User Champion

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

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.