Help Desk Analyst - HDA24-13633

Job Title: Help Desk Analyst
Location: Harrisburg, PA
Duration: 8 Months

Work Schedule:

• Onsite position (100%)
• Telework available on Fridays
• Saturday work (8 AM - 12 PM) scheduled once a quarter, with two weeks' notice

Summary:

We are seeking a dedicated Help Desk Analyst with at least 1 year of experience in IT support. This is a Tier 1 role responsible for providing technical assistance to end users via phone, handling password resets, and offering application support. Candidates should have strong customer service skills, be comfortable working in a team environment, and possess basic IT knowledge, which will be enhanced through training. A 2-year associate’s degree or equivalent technical study is required.

Training: A 3-4 week training program will be provided. The start date typically occurs 2-3 weeks from offer acceptance.

Roles and Responsibilities:

• Provide technical assistance for hardware, software, and system issues over the phone
• Troubleshoot and resolve end-user software and hardware problems
• Apply technical knowledge to resolve issues and improve user experience
• Communicate effectively with technical and non-technical colleagues
• Guide users through diagnostic procedures over the phone or using diagnostic software
• Create and escalate trouble tickets to Tier 2 or 3rd party providers as necessary
• Maintain high-quality standards while delivering excellent customer service
• Reset and restore user accounts and passwords using RACF or Active Directory
• Coordinate product repairs with service providers
• Update reference materials and tools to support issue resolution
• Collaborate in a team environment and meet deadlines

Required Skills:

• 1+ years of experience in an IT Service Desk or Call Center
• Experience with call tracking and ticketing software
• Strong attention to detail and the ability to utilize provided documentation
• Ability to support users with limited technical expertise
• Excellent communication skills and a professional telephone demeanor
• Basic knowledge of Active Directory for User & Security Group administration
• Strong familiarity with Microsoft operating systems, particularly Windows 7 and Office 365
• Proficiency in troubleshooting Office 365 in a network environment (e.g., permissions, calendar sharing, delegation)
• Strong organizational skills
• Self-motivated with a customer service mindset

Preferred: Local candidates from the Harrisburg, PA area are preferred.

Additional Information:

• In-person interviews are required (1 hour)
• The start date is typically 2-3 weeks after offer acceptance.