Help Desk Analyst
Harrisburg, PA
Contracted
Experienced
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:
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
- 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
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