IT help desk support

The IT Help Desk Analyst role supports end users by delivering technical guidance for hardware, software, and systems via phone, while guiding incident resolution through a formal ticketing process.

Location

Harrisburg, PA (onsite)

Compensation

USD 1 - 1 per hourly

Responsibilities

• Provide technical assistance and advice to end users for hardware, software, and systems via telephone, and document interactions in the ticketing system.
• Investigate and resolve computer software and hardware problems encountered by users.
• Address user questions by applying knowledge of computer software, hardware, systems, and procedures.
• Collaborate with both technical and non-technical coworkers to research problems and identify solutions.
• Prompt users to participate in diagnostic procedures over the phone, using diagnostic tools or following provided instructions.
• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or third party service providers as needed to ensure resolution.
• Adhere to quality standards and demonstrate strong customer service capabilities.
• Operate effectively within a team environment and complete assigned tasks.
• Maintain excellent written and spoken communication skills.
• Reset or restore mainframe, LAN and user IDs and passwords via RACF or Active Directory.
• Diagnose and coordinate product repairs by dispatching and tracking work of appropriate service providers.
• Research and update reference publications and diagnostic aids to resolve end user issues.

Requirements

• Experience with call tracking and ticketing software
• Attention to detail and ability to be resourceful using available documentation
• Ability to assist users with limited knowledge of computers, software, hardware, and systems
• Strong communication skills and professional telephone demeanor
• Excellent organizational abilities
• Basic User and Security Group administration in Active Directory
• Solid 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)
• Self-motivated achiever who gains satisfaction from delivering excellent customer service
• 1+ years of IT Service Desk and/or Call Center experience required

Technologies

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