Help Desk Analyst
- This is a hybrid position with one day/week (Fridays) for telework
- Candidates local to Harrisburg, PA greatly preferred
- Additional Saturday work scheduled once a quarter with two weeks' notice beforehand from management.
Description:
Our client seeks someone with customer service experience people skills prefer a team environment and have basic IT experience. This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets, and application support. No Tier 2 work will be performed. This is an operational-type job, and reliability and communication are key components to making the department successful.
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. 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.
Experience/Skills/Knowledge:
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 year previous IT Service Desk and/or Call Center experience required.
Required Experience/Skills/Knowledge:
1+ years' previous IT Service Desk and/or Call Center experience required, Required 1 Years Experience with call tracking and ticketing software, Required 1 Years Attentive to details and ability to be resourceful (using supplied documentation), Required 1 Years Ability to support users with limited knowledge of computers, software, hardware and systems, Required 1 Years Above average communication skills and telephone manner., Required 1 Years Basic User & Security Group Active Directory administration, Required 1 Years Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365, Required 1 Years Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation), Required 1 Years Excellent organizational skills, Required You will be a self-motivated achiever who gains satisfaction from providing excellent customer service, Required Proper email communication will only be done to and from @astyra.com email addresses. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. Please ensure you are communicating within these guidelines and proper channels for the quickest possible interview consideration! #
ASTIT Benefits:
Dental insurance Health insurance Vision insurance Application Question(s): Are you a U.S. Citizen or Permanent Resident? How many years of experience do you have in phone-based IT Help Desk Support? How many years of experience do you have utilizing call-tracking and ticketing software? 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) How many years of experience do you have with Active Directory administration? How many years of experience do you have with resetting or restoring mainframe LAN and User IDs and passwords through RACF or Active Directory?
Work Location:
Hybrid remote in Harrisburg, PA 17104
