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Help Desk Analyst

Solu Technology Partners -
Harrisburg, PA

Quick Apply

Job Details

Contract
$40,000 a year

Qualifications

IT user and group management
Phone communication
Windows
Microsoft Office
Computer hardware
Desktop (troubleshooting support)
Customer support ticket management
Ticketing system technical support

Full Job Description

Employment Requirements
This opportunity is not open to C2C relationships or visa sponsorship.

This opportunity is for local candidates only.

Job Description
Solu is currently seeking a Help Desk Analyst to join our team. The ideal candidate will bring strong customer service experience, excellent interpersonal skills, a team-oriented mindset, and foundational IT knowledge.

This is a Tier 1, high-volume phone support role focused on inbound calls, password resets, basic troubleshooting, and application support. Success in this role requires reliability, strong communication skills, and a service-first attitude in a fast-paced operational 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.
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.

Qualifications

1+ years\' previous IT Service Desk and/or Call Center experience
1 year experience with call tracking and ticketing software
1 year experience supporting users with limited knowledge of computers, software, hardware and systems
1 year experience with Basic User & Security Group Active Directory administration
1 year experience with 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)
Above average communication skills and telephone manner
Attentive to details and ability to be resourceful (using supplied documentation)
Excellent organizational skills
Self-motivated achiever who gains satisfaction from providing excellent customer service

Quick Apply

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