Help Desk Analyst - Harrisburg, PA/On-Site

Summary

STI is seeking a Help Desk Analyst to provide technical assistance and support to end users at their Harrisburg, PA location. The role involves troubleshooting hardware and software issues, answering user inquiries, and maintaining customer service standards in a team environment.

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
• 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 escalate 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

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
• Client would prefer candidates local to the Harrisburg, PA Area

Qualifications

Must Haves

• 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

Nice to Haves

• Client would prefer candidates local to the Harrisburg, PA Area

Benefits

• This team teleworks on every Friday.
• Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks’ notice beforehand.