Help Desk Analyst :: Dauphin County
Company: STI
Location: Dauphin
Posted on: April 1, 2026
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Job Description:
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. Saturday work from 8 AM - 12 PM is
scheduled for once a quarter and management will give at least two
weeks’ notice beforehand.
Keywords: STI, Harrisburg , Help Desk Analyst :: Dauphin County, IT / Software / Systems , Dauphin, Pennsylvania
