Job Title: IT Help Desk Analyst
Location: Harrisburg, PA (Dauphin County) (Hybrid Role)
Duration: 10 Months
About the Role
Position offers a hybrid schedule: 5 days in-office and 5 days remote each pay period after training is complete.
Two shift options are available: 8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM.
Initial training period will be on-site before transitioning into the hybrid schedule.
The role involves call center support—handling inbound calls, assisting users with logins, password resets, navigating applications, and escalating tickets to Tier 2 support when necessary.
This position does not involve hardware setup, remote access configuration, or wiring.
The Help Desk Analyst will troubleshoot and resolve business application support issues by leveraging knowledge of software, hardware, and application services.
Roles and Responsibilities
Answer telephone calls and emails from users experiencing application issues or requesting guidance.
Diagnose whether problems stem from hardware (modem, printer, cables, telephone) or application-related issues, and log incidents in the tracking system.
Escalate issues according to defined procedures.
Walk users through problem-solving steps.
Research problems using technical databases and consult with colleagues to find solutions.
Utilize reference materials and diagnostic tools to resolve technical issues.
Assist with coordination of system changes, upgrades, and new products to ensure compatibility with existing environments.
Provide accurate and timely responses to user questions regarding general system use.
Maintain communication with stakeholders through clear status updates.
Track and report time spent on all work activities.
Adhere to established quality standards.
Collaborate effectively in a team setting.
Complete assigned tasks within deadlines.
Demonstrate strong written and verbal communication skills.
Must-Have Skills & Experience
Promptly answer help desk phone calls – Required: 3 years
Promptly respond to help desk emails – Required: 3 years
Escalate issues to senior staff by assigning ServiceNow incidents to the correct technical resource – Required: 3 years
Perform computer repairs as needed – Required: 3 years
Install software and updates as needed – Required: 3 years
Assist senior technical staff with lower-level tasks such as gathering data and running reports – Required: 3 years
Run daily reports and deliver them physically or via inter-company mail – Required: 1 year
Create ServiceNow incidents for all phone and email requests – Required: 1 year
Provide assistance with cable cleanup, installations, data center organization, and equipment moving/racking – Required: 1 year
Additional Information
Flexible shifts: 8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM.
Hybrid work model available after training completion.