Help Desk Analyst - Harrisburg, PA
Company: STI
Location: Nashville
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.
Keywords: STI, Franklin , Help Desk Analyst - Harrisburg, PA, IT / Software / Systems , Nashville, Tennessee
