IT Help Desk Analyst: Expert Tech Support & Ticketing

STI; Pennsylvania; On-site; USD 42,000 - 54,000; Full time

Job summary

STI in the United States is seeking a Help Desk Analyst to provide technical assistance to end users for hardware, software, and systems by phone. You will communicate clearly, work well in a team, and deliver excellent customer service.

The role involves handling tickets, diagnosing issues, escalating when needed, and collaborating with IT staff to ensure timely resolutions. 1+ year IT service desk experience is preferred.

Qualifications

• Experience with help desk ticketing systems and call tracking.
• Ability to guide users with limited computer knowledge.
• Excellent written and spoken communication.
• Experience with Windows environments (Win7/Office 365).

Responsibilities

• Provide technical assistance for hardware, software, and systems via phone.
• Investigate and resolve software/hardware problems for end users.
• Create and escalate Remedy tickets to Tier 2/3 as needed.
• Follow quality standards and deliver strong customer service.
• Diagnose and coordinate repair by dispatching service providers.
• Reset/restore IDs and passwords via RACF or Active Directory.
• Research and update diagnostic aids as needed.

Skills

Call tracking software

Attention to details

User support

Strong communication

Organizational skills

Active Directory administration

Windows 7 and Office 365

Office 365 troubleshooting

Self-motivated

IT Service Desk experience

Tools

Remedy

Job description

STI in the United States is seeking a Help Desk Analyst to provide technical assistance to end users for hardware, software, and systems by phone. You will communicate clearly, work well in a team, and deliver excellent customer service.

The role involves handling tickets, diagnosing issues, escalating when needed, and collaborating with IT staff to ensure timely resolutions. 1+ year IT service desk experience is preferred.