Onsite Help Desk Analyst (Tier 1) – User Support

STI; Harrisburg (Dauphin County); On-site; USD 25,000 - 39,000; Full time

Job summary

STI is seeking a Help Desk Analyst for a 6+ month on-site role in Harrisburg, PA. The position focuses on Tier 1 phone-based support, password resets, and application assistance. Training spans several weeks, with quarterly scheduled Saturday shifts and an in-person interview.

Ideal candidates have customer service experience, strong communication, and basic IT knowledge. Local availability and reliability are valued for a fast onboarding process.

Qualifications

• 1+ years IT Service Desk experience required.
• Customer service experience and strong people skills preferred.
• Local candidates in the Harrisburg, PA area are preferred.
• Familiarity with Remedy ticketing and call-tracking systems is a plus.
• Ability to support users with varying levels of IT knowledge.

Responsibilities

• Provide technical assistance via phone for hardware, software, and systems.
• Investigate and resolve computer problems for end users.
• Answer questions using knowledge of software, hardware, and procedures.
• Communicate with team members to research and resolve issues.
• Create and escalate Remedy tickets to Tier 2 or vendors as needed.
• Maintain quality standards and deliver strong customer service.
• Work effectively in a team environment and complete tasks.
• Reset/restore IDs and passwords through RACF or Active Directory.
• Coordinate repairs by dispatching service providers and tracking progress.
• Update references and diagnostics for issue resolution.

Skills

Call tracking

Ticketing software

Attention to detail

User support

Communication skills

Organizational skills

Active Directory

Windows 7 / Office 365

Office 365 admin

IT Service Desk experience

Tools

Remedy

Job description

STI is seeking a Help Desk Analyst for a 6+ month on-site role in Harrisburg, PA. The position focuses on Tier 1 phone-based support, password resets, and application assistance. Training spans several weeks, with quarterly scheduled Saturday shifts and an in-person interview.

Ideal candidates have customer service experience, strong communication, and basic IT knowledge. Local availability and reliability are valued for a fast onboarding process.