Location: Harrisburg, PA
Position Type: On-site | In-person interviews
Contract Length: Long-term with annual extensions

Position Overview:
This Tier 1 Help Desk Analyst role is a fully onsite, phone-based support position focused on delivering high-quality customer service and resolving basic technical issues for end users. The role emphasizes reliability, communication, and teamwork, with a structured training period and a strong focus on password resets, application support, and ticket management.

Required Skills:

1+ year of experience in an IT Service Desk and/or Call Center environment
1+ year of experience using call tracking and ticketing software to log and manage incidents
1+ year demonstrating strong attention to detail and the ability to be resourceful using provided documentation
1+ year of experience supporting users with limited knowledge of computers, software, hardware, and systems
1+ year of experience showcasing above-average communication skills and professional telephone etiquette
1+ year of experience with basic User and Security Group administration in Active Directory
1+ year of experience working with Microsoft-based operating systems, including Windows 7 and Office 365
1+ year of experience troubleshooting Office 365 within a network environment, including permissions, calendar sharing, and delegation
Demonstrated excellent organizational skills with the ability to manage multiple tasks effectively
Proven ability to be a self-motivated individual who takes pride in delivering excellent customer service

Duties:

Provide technical assistance and support to end users for hardware, software, and system issues via phone
Handle high-volume inbound calls, primarily focused on password resets and basic application support
Investigate and resolve user issues related to computer hardware and software
Create, document, and escalate trouble tickets to Tier 2 support or third-party providers as needed
Guide users through diagnostic procedures using structured troubleshooting steps and tools
Communicate effectively with both technical and non-technical users to identify and resolve issues
Reset and manage user IDs and passwords within Active Directory and mainframe environments
Track, dispatch, and coordinate service requests with appropriate support teams or vendors
Maintain and update reference materials and documentation to support issue resolution
Follow established quality standards and deliver excellent customer service at all times
Collaborate within a team environment to complete assigned tasks and meet service goals
Utilize call tracking and ticketing systems to document and monitor issue resolution
Support Microsoft-based environments, including Windows and Office 365, within a network setting
Assist users with limited technical knowledge in a clear and professional manner
Participate in periodic Saturday shifts (once per quarter) as scheduled by management

Help Desk Analyst

Skills

About the Role

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