Title: IT Support Analyst

Location: Dauphin County, PA (State of PA)

Duration: Long Term

Description:

Help Desk Analyst - 1+ year of field experience. 2-year associates degree or equivalent technical study.

***This requisition has an hour-long in-person interview.***

***Client would prefer candidates local to the Harrisburg, PA Area.***

The Help Desk Analyst performs the skills listed below-

• 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.

Required 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.

Best Regards,

Mohan Sai | Technical Recruiter

Software Technology Inc. (STI)

📍 100 Overlook Center, Suite 200, Princeton, NJ 08540

📞 609-459-0206 | ✉️ mohan.sai@stiorg.com

🔗 LinkedIn | 🌐 stiorg.com

Software Technology Inc.

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