Help Desk Analyst

Location: Harrisburg, PA
Position Type: Hybrid
Hybrid Schedule: Onsite training, mostly remote after training
Contract Length: Long-term with annual extensions

Position Overview:
This role provides Level 1 IT phone and email support to end users, resolving hardware, software, and system issues while ensuring adherence to service quality standards and SLAs. The position also requires consistent documentation of incidents and coordination with internal teams to diagnose and resolve technical problems in a help desk environment.

Duties:

• Provides technical assistance, troubleshooting, and support for hardware, software, and operating system issues for end users.
• Serves as the first point of contact (Level 1 support) and escalates issues when necessary.
• Ensures all service requests and incidents are accurately logged and tracked in the IT ticketing system (ServiceNow).
• Monitors call center systems and responds to incoming calls and emails in a timely manner.
• Collaborates with team members to research, diagnose, and resolve technical issues.
• Guides users through diagnostic procedures and follows structured troubleshooting workflows.
• Maintains adherence to SLAs and quality standards for all support interactions.
• Contributes to knowledge base articles, user guides, and procedural documentation updates.

Required Skills:

• 3 years of Tier 1 Help Desk experience providing end-user technical support in a service desk environment.
• Experience working effectively in a collaborative team environment to resolve technical issues and support end users.

Preferred Skills:

• Experience with ServiceNow or similar IT service management ticketing systems.