On-Site Help Desk Analyst - IT Support & Customer Care

STI; Harrisburg (Dauphin County); On-site; USD 37,000 - 50,000; Full time

Job summary

STI in Harrisburg, PA hosts a 100% on-site Help Desk Analyst role focused on Tier 1 support via phone. The position emphasizes customer service, effective communication, and teamwork, with a quarterly non-weekend Saturday shift and a structured training cycle of several weeks.

Ideal candidates have IT awareness, Office 365 experience, and familiarity with Active Directory; training is given to develop IT skills further. Local candidates are preferred for the Harrisburg area.

Qualifications

• Experience providing technical assistance, support, and advice to end users for hardware, software, and systems.
• Proven ability to investigate and resolve computer software and hardware problems.
• Strong written and spoken communication; ability to research problems with colleagues.

Responsibilities

• Provide Tier 1 technical support via phone for hardware, software, and systems.
• Create and route Remedy tickets to Tier 2 or 3 as needed.
• Follow quality standards and deliver strong customer service.
• Work in a team environment and complete assigned tasks on time.
• Reset or restore user IDs and passwords; coordinate with service providers as needed.

Skills

Call tracking software

Attention to detail

User support

Communication skills

Organizational skills

Active Directory

Windows 7

Office 365

IT Service Desk

Tools

Remedy

Job description

STI in Harrisburg, PA hosts a 100% on-site Help Desk Analyst role focused on Tier 1 support via phone. The position emphasizes customer service, effective communication, and teamwork, with a quarterly non-weekend Saturday shift and a structured training cycle of several weeks.

Ideal candidates have IT awareness, Office 365 experience, and familiarity with Active Directory; training is given to develop IT skills further. Local candidates are preferred for the Harrisburg area.