Tier 1 Help Desk - Dauphin County, PA

STI; Pennsylvania; On-site; USD 40,000 - 55,000; Full time

Job summary

STI is seeking an Help Desk Analyst in Pennsylvania to provide technical assistance to end users via phone, resolve hardware and software issues, and escalate complex cases to Tier 2 or 3rd party providers. Strong communication and teamwork are essential for delivering high-quality customer service.

Responsibilities include handling Remedy tickets, supporting Windows 7 and Office 365, and maintaining security and access via Active Directory.

Qualifications

• Experience with call tracking and ticketing software.
• Attention to details and resourceful (using supplied documentation).
• Ability to support users with limited knowledge of computers, software, hardware, and systems.
• Above average communication skills and telephone manner.
• Excellent organizational skills.
• Basic Active Directory administration.
• Strong knowledge of Microsoft operating systems with emphasis on Windows 7 and Office 365.
• Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation).
• Self-motivated achiever who gains satisfaction from providing excellent customer service.
• 1+ years previous IT Service Desk and/or Call Center experience required.

Responsibilities

• Provide 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.
• Talks with technical and non-technical coworkers to research problems and find solutions.
• Create and elevate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed.
• Follow quality standards and display strong customer service skills.
• Able to work in a team environment.
• Complete assigned tasks.
• Excellent communication skills; both written and spoken.
• Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory.
• Diagnose and coordinate the repair of products by dispatching and tracking the work of service providers.
• Research and update reference publications and diagnostic aids to resolve end user issues.

Skills

Call tracking

Attention to detail

User support basics

Communication skills

Organizational skills

Active Directory admin

Windows & Office 365

Office 365 troubleshooting

IT service desk experience

Tools

Remedy

Job description

The Help Desk Analyst performs the skills listed below-

• 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.
• Talks with technical and non-technical co-workers to research problem and find solution.
• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
• 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.
• Able to work in a team environment.
• Complete assigned tasks.
• Excellent communication skills; both written and spoken.
• Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory
• Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
• Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.

Required Skills

• Experience with call tracking and ticketing software
• Attentive to details and ability to be resourceful (using supplied documentation)
• Ability to support users with limited knowledge of computers, software, hardware, and systems
• Above average communication skills and telephone manner.
• Excellent organizational skills
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
• Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• 1+ years previous IT Service Desk and/or Call Center experience required.