Hybrid Help Desk & Call Center Analyst

STI; Pennsylvania; Hybrid; USD 40,000 - 50,000; Full time

Job summary

STI in Dauphin County, PA is seeking a Call Center Analyst/Help Desk Analyst to support users of our business applications. You will take calls and emails, assist with logins, resets, and navigating applications.

The role requires troubleshooting, escalating complex issues to tier two, researching problems in technical databases, coordinating changes, and providing timely, clear status updates within a collaborative team.

Qualifications

• Experience handling calls and emails from users.
• Ability to escalate issues to tier two.
• Strong written and spoken communication.

Responsibilities

• Receive calls and emails from users with application problems.
• Determine whether issues are hardware or application related and log in tracking system.
• Escalate issues per defined procedures.
• Assist users through problem solving steps.
• Research problems using technical databases and consult co-workers.
• Provide accurate status updates and document time spent.

Skills

Communication

Teamwork

Problem solving

Time management

Job description

STI in Dauphin County, PA is seeking a Call Center Analyst/Help Desk Analyst to support users of our business applications. You will take calls and emails, assist with logins, resets, and navigating applications.

The role requires troubleshooting, escalating complex issues to tier two, researching problems in technical databases, coordinating changes, and providing timely, clear status updates within a collaborative team.