Position Title: Help Desk Analyst
Location: Harrisburg, PA
Work Arrangement: Hybrid (5 days onsite, 5 days remote — rotational)
Shifts Available:
8:00 AM – 4:30 PM
8:30 AM – 5:00 PM
(Candidates may choose their preferred shift. Initial training will be onsite before starting the hybrid rotation.)
We are seeking a skilled Help Desk Analyst to provide exceptional application and user support in a hybrid work environment. This is a call center–based role focused on resolving application issues, assisting with login and password resets, and escalating tickets to Tier 2 support when needed. The ideal candidate will have strong communication skills, technical troubleshooting expertise, and a dedication to delivering outstanding customer service.
This position does not involve hardware setup, network wiring, or remote access provisioning.
Respond promptly and professionally to incoming help desk calls and emails.
Log all requests in ServiceNow, creating detailed incident records for tracking.
Troubleshoot and resolve application-related issues; escalate complex problems according to defined procedures.
Walk users through step-by-step issue resolution with clarity and patience.
Research technical issues using reference materials, documentation, and collaboration tools.
Coordinate changes, upgrades, and product implementations to ensure compatibility.
Install software and updates on agency computers as needed.
Perform basic computer repairs and assist with physical IT tasks (e.g., cable clean-up, equipment installation, data center maintenance).
Generate and distribute daily reports both electronically and in person.
Support senior technical staff by assisting with data acquisition, reporting, and administrative IT tasks.
Track work time accurately and adhere to established quality standards.
Maintain clear, professional communication and contribute to a collaborative team culture.
3+ years – Handling help desk calls/emails and providing user support.
3+ years – Logging and escalating tickets via ServiceNow.
3+ years – Installing software/updates and performing basic computer repairs.
3+ years – Supporting senior IT staff with delegated tasks.
1+ year – Running and distributing daily operational reports.
1+ year – Assisting with cable management, equipment installations, and data center upkeep.