Help Desk Analyst

Tier 1 Help Desk Analyst

Location: Harrisburg, PA

Position Type: Hybrid

Hybrid Schedule: Onsite 4 days a week

Contract Length: 10 months + extensions

Position Overview: This is a Tier 1 Help Desk Analyst role focused entirely on phone-based customer support, including password resets and basic application troubleshooting. Ideal candidates will bring strong customer service and communication skills, thrive in a team environment, and possess some foundational IT knowledge —though technical skills can be taught.

Duties:

• Provide technical support via phone for hardware, software, and systems.
• Assist users with password resets and basic troubleshooting using Active Directory and diagnostic tools.
• Investigate and resolve end-user issues by researching problems and guiding users through solutions.
• Escalate unresolved issues through Remedy to Tier 2 staff or third-party service providers.
• Deliver excellent customer service by maintaining clear and professional communication.
• Reset or restore LAN, mainframe, and user IDs/passwords using RACF or Active Directory.
• Coordinate repairs by dispatching and tracking service providers.
• Document and update knowledge base materials and troubleshooting guides.
• Support users with limited technical expertise using supplied documentation.
• Utilize ticketing and call tracking software to log and manage support requests.
• Troubleshoot and support Microsoft Windows 7 and Office 365 in a networked environment.
• Maintain strong organization and attention to detail while working in a fast-paced team.

Required Skills:

• 1+ years of IT Service Desk and/or Call Center experience.
• 1+ years of experience using call tracking and ticketing software.
• 1+ years of demonstrated attention to detail and ability to be resourceful using supplied documentation.
• 1+ years of experience supporting users with limited technical knowledge of computers, software, hardware, and systems.
• 1+ years of strong communication skills and professional telephone manner.
• 1+ years of experience with basic User & Security Group administration in Active Directory.
• 1+ years of strong knowledge of Microsoft operating systems, especially Windows 7 and Office 365.
• 1+ years of experience troubleshooting and using Office 365 in a network environment (including permissions, calendar sharing, and delegation).
• 1+ years of excellent organizational skills in a fast-paced environment.
• Must be a self-motivated achiever who takes pride in delivering excellent customer service.