Help Desk Analyst - HDA25-23792

Job Title: Help Desk Analyst
Location: Harrisburg, PA
Duration: 6 Months (Possible Extension)
Job Type: Contract

Position Overview:

We are seeking an experienced Help Desk Analyst with over 5 years of field experience to provide frontline technical support for a wide range of hardware and software systems. The ideal candidate will possess strong diagnostic skills, a solid understanding of Windows-based environments, and excellent communication abilities to assist users effectively and ensure smooth IT operations.

Key Responsibilities:

• Provide Level 1 support by responding to user inquiries via phone and email related to software, hardware, and system issues.

• Troubleshoot issues involving desktops, laptops, mobile devices, printers, and network connectivity.

• Identify and escalate complex technical problems according to defined procedures.

• Guide users through problem-solving steps and deliver accurate technical solutions.

• Use diagnostic tools and knowledge bases to research and resolve issues.

• Maintain detailed documentation of issues, solutions, and system updates.

• Support system upgrades, deployments, and infrastructure initiatives.

• Participate in projects including operating system migrations, application rollouts, and asset management.

• Ensure all work is completed according to quality standards and project timelines.

• Communicate effectively with end-users and IT staff regarding issue resolution and progress updates.

Required Skills & Qualifications:

• Minimum 5 years of hands-on help desk or technical support experience.

• Proficient with Microsoft 365, Windows 10/11, and Windows Server environments.

• Experience with:

  • Microsoft Edge, Google Chrome, Mozilla Firefox

  • SharePoint Online, Microsoft Access & PowerPoint 365

  • Microsoft Dynamics 365 Customer Service

  • PowerShell scripting

  • Active Directory and user account management

  • Microsoft Configuration Manager (SCCM)

  • Networking (wired and wireless) and basic network security principles

• Experience supporting desktops, laptops, mobile devices, and network printers.

• Strong verbal and written communication skills.

• Ability to work independently and as part of a collaborative team.

• Strong customer service orientation.

Preferred Qualifications:

• Bachelor’s Degree in Computer Information Systems or related field (or equivalent technical training).

• Microsoft certifications (highly desired).