Help Desk Analyst

S R INTERNATIONAL INC•Harrisburg, PA

3d•Onsite

About The Position

The Help Desk Analyst performs technical assistance, support, and advice to end users for hardware, software, and systems via phone. This role involves investigating and resolving computer software and hardware problems, answering user questions, and applying knowledge of computer software, hardware, systems, and procedures. The analyst will communicate with technical and non-technical co-workers to research problems and find solutions, and will guide users through diagnostic procedures using diagnostic software or by following instructions. This is a Tier 1 position requiring working on phones all day, handling password resets and application support. Reliability and communication are key components to making the department successful. The training cycle runs 3-4 weeks, with start dates typically falling 2 to 3 weeks from the date of acceptance. This team teleworks on every Friday and is 100% onsite at The Riverfront Office Center (ROC), 1101 South Front St., Harrisburg, PA 17104.

Requirements

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)
Self-motivated achiever who gains satisfaction from providing excellent customer service
1+ years previous IT Service Desk and/or Call Center experience required.
1+ year of field experience.
2-year associates degree or equivalent technical study.

Nice To Haves

Customer service experience
People skills
Prefer 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.
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.