Racf Support Jobs

1 job found

2mo ago

IT help desk support

absiusa Harrisburg, PA

Harrisburg, PA

2mo ago Closed

$1 - $1/hr Full time Active Directory Computer Skills Customer Service

This position is no longer accepting applications (closed Jun 23, 2026).

Job Description

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

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