Help Desk Analyst

Help Desk Analyst

Location: Harrisburg, PA

Position Type: Hybrid

Schedule: Onsite 4 days a week

Contract Length: 8 Months + Possible Extensions

Position Overview:

The Help Desk Analyst provides Tier 1 support, serving as the first point of contact for end users by resolving technical issues, performing password resets, and assisting with application access. This role requires strong customer service skills, clear communication, and the ability to reliably support users in a high-volume call environment.

Required Skills:

• 1+ years of IT Service Desk and/or Call Center experience
• 1+ years of experience with call tracking and ticketing software
• 1+ years of experience supporting users with limited computer, software, hardware, and system knowledge
• 1+ years of experience with basic User & Security Group Active Directory administration
• 1+ years of experience with Microsoft operating systems, with emphasis on Windows 7 and Office 365
• 1+ years of experience troubleshooting Office 365 in a network environment (permissions, calendar sharing, delegation)
• Strong attention to detail and ability to be resourceful using documentation
• Above-average communication skills and professional telephone manner
• Excellent organizational skills
• Self-motivated achiever with a strong focus on delivering excellent customer service

Duties:

• Provide technical assistance and support to end users via phone for hardware, software, and system issues.
• Troubleshoot and resolve password resets and user access through Active Directory and RACF.
• Answer user questions and walk them through diagnostic steps using supplied documentation or software tools.
• Create and escalate Remedy trouble tickets to Tier 2 staff or third-party providers when necessary.
• Research and update reference materials to assist with recurring issues and improve resolution processes.
• Dispatch and track repair work with service providers when hardware issues require on-site support.
• Maintain accuracy in call tracking and ticketing systems while following established quality standards.
• Demonstrate strong communication and customer service skills with both technical and non-technical users.
• Collaborate effectively with team members and complete assigned tasks reliably.
• Support and troubleshoot Microsoft Windows 7 and Office 365 in a network environment (including permissions, calendar sharing, and delegation).