Onsite IT Helpdesk Analyst - Customer-Focused Support

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

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.