Help Desk Analyst

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