Job Title: Help Desk Analyst
Location: Harrisburg, PA (100% Onsite)
Type: Contract
We are seeking a customer-focused Help Desk Analyst with 1+ year of IT Service Desk or Call Center experience to join a dynamic Tier 1 Support team. This is a 100% phone support role, focusing on password resets, basic application support, and troubleshooting within a Windows and Office 365 environment. Candidates with strong customer service skills, team collaboration abilities, and basic IT troubleshooting knowledge are encouraged to apply.
This is an operational, high-volume support role where reliability and clear communication are critical to team success.
Monday to Friday, standard business hours
Remote work on Fridays (telework)
Occasional Saturday support (quarterly; 8 AM – 12 PM with advance notice)
Provide technical assistance via phone for hardware, software, and systems
Reset passwords and restore accounts through Active Directory and RACF
Support end-users with basic troubleshooting and application assistance
Utilize diagnostic tools and documentation to resolve issues
Create and escalate service tickets using tracking/ticketing software
Communicate effectively with both technical and non-technical users
Follow quality standards and adhere to support protocols
Participate in diagnostic procedures using provided scripts and guides
Maintain knowledge base and update support documentation as needed
1+ years of experience in an IT Service Desk or Call Center environment
Experience with call tracking/ticketing software
Customer service orientation with strong communication skills (phone and written)
Attention to detail and resourcefulness using available documentation
Ability to assist users with limited technical knowledge
Basic Active Directory administration (User & Security Group management)
Strong understanding of Microsoft operating systems, particularly Windows 7 and Office 365
Experience troubleshooting Office 365 (permissions, calendar sharing, delegation)
Excellent organizational skills and teamwork mentality