IT Help Desk Analyst

Join Astyra Corporation in Harrisburg, PA for a hybrid IT Help Desk Analyst role that centers on dependable service, teamwork, and clear communication. This Tier 1, phone-based position emphasizes end-user support, password resets, and application assistance, backed by a collaborative culture and stable daily responsibilities.

Benefits

• Dental insurance
• Health insurance
• Vision insurance

Responsibilities

• Provide technical assistance and guidance to end users for hardware, software, and systems via phone.
• Investigate and resolve computer software and hardware problems for users.
• Answer questions by applying knowledge of computer software, hardware, systems, and procedures.
• Collaborate with technical and non-technical colleagues to research problems and find solutions.
• Ask users to use the telephone and participate in diagnostic procedures using diagnostic software or by following instructions.
• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or third-party service providers, providing support as needed to ensure resolution.
• Maintain quality standards and demonstrate strong customer service skills.
• Contribute effectively in a team environment and complete assigned tasks.
• Communicate clearly in writing and speech.
• Reset or restore mainframe LAN and User IDs and passwords through RACF or Active Directory.
• Diagnose and coordinate repair of products by dispatching and tracking the work of appropriate service providers.
• Research and update reference publications and diagnostic aids to resolve end user issues.

Requirements

• 1+ years' previous IT Service Desk and/or Call Center experience required.
• Experience with call tracking and ticketing software.
• Attentive 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.
• Basic User and 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).
• Excellent organizational skills.
• Self-motivated with a commitment to providing excellent customer service.

Technologies

• Remedy
• Active Directory
• RACF
• Office 365
• Windows 7

Location

Hybrid remote in Harrisburg, PA 17104.

Application Questions

1. Are you a U.S. Citizen or Permanent Resident?
2. How many years of experience do you have in phone-based IT Help Desk Support?
3. How many years of experience do you have utilizing call-tracking and ticketing software?
4. How many years of experience do you have with using and troubleshooting Office 365 within a network environment (i.e., granting permissions, calendar sharing, delegation)
5. How many years of experience do you have with Active Directory administration?
6. How many years of experience do you have with resetting or restoring mainframe LAN and User IDs and passwords through RACF or Active Directory?