Helpdesk Analyst

Smart IMS Inc; Harrisburg (Dauphin County); On-site; USD 25,000 - 28,000; Full time

Job summary

Smart IMS Inc invites applications for a Helpdesk Analyst in Harrisburg, PA. The position is 100% on the phones, handling password resets and application support, with no Tier 2 work.

Candidates should possess strong customer service skills and basic IT knowledge, and be able to thrive in a team environment. You will document issues, create and escalate Remedy tickets, and coordinate with Service Providers to ensure timely resolutions.

Qualifications

• Experience with call tracking and ticketing software.
• Strong communication and customer service abilities.
• Ability to assist non-technical users and document issues.
• 1+ years IT Service Desk experience.

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 computer software, hardware, systems, and procedures.
• 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.

Skills

Ticketing software

Customer service

Active Directory administration

Windows 7 expertise

Office 365 administration

Communication skills

Team collaboration

IT service desk experience

Tools

Remedy

RACF

Active Directory

Office 365

Job description

Job Title: Helpdesk Analyst

Duration (Contract): 7 Months

Client Location: Harrisburg, PA 17104

Location Preference: Onsite

Job Description:

As a Helpdesk Analyst, your role is 100% on the phones, password resets, and application support. No Tier 2 work will be performed. This is an operational-type job and reliability, and communication are key components to making the department successful. Client seeks someone with customer service experience, people skills, prefer a team environment and have basic IT experience. They can teach the IT, but the candidate either will have or doesn't have people and customer service skills.

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 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, Experiences, Education and Competencies:

• 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.

The hourly range for roles of this nature are $18.00 to $20.00/hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.