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Help Desk Analyst

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cyberThink, Inc

2024-10-03 07:40:57

Job location Harrisburg, Pennsylvania, United States

Job type: fulltime

Job industry: Administration

Job description

Job Description:

As a Help Desk Analyst, you will work in a Tier 1 position, primarily focused on phone support, handling password resets, and providing basic application support. This is an operational role, requiring excellent reliability and communication to contribute to the team's success. Candidates should bring strong customer service experience and people skills, with a preference for those who thrive in a team environment. Basic IT experience is preferred, but training will be provided.

Key Responsibilities:

Provide technical assistance and support to end users via phone

Investigate and resolve software and hardware problems for users

Answer questions related to computer systems, applying knowledge of procedures

Collaborate with technical and non-technical co-workers to research and resolve problems

Guide users through diagnostic procedures, using software or verbal instructions

Create and escalate Remedy tickets to Tier 2 or 3rd party service providers as needed

Follow quality standards and demonstrate strong customer service skills

Work effectively in a team environment and complete assigned tasks

Reset and restore mainframe, LAN, and User IDs and passwords through RACF or Active Directory

Diagnose and coordinate product repairs, tracking service provider work

Research and update reference publications and diagnostic aids to resolve end user issues

Required Skills, Experiences, Education, and Competencies:

Experience with call tracking and ticketing software

Detail-oriented and resourceful with supplied documentation

Ability to support users with limited technical knowledge

Excellent communication skills and telephone manner

Strong organizational skills

Basic user and security group administration in Active Directory

Strong knowledge of Microsoft operating systems, particularly Windows 7 and Office 365

Experience with troubleshooting Office 365 in a networked environment

Self-motivated achiever with a passion for providing excellent customer service

1+ years of IT Service Desk or Call Center experience

The hourly range for roles of this nature are $20.00 to $40.00/hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.

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