Help Desk Analyst (Ref: 18630)

Position: Help Desk Analyst (Ref: 18630)

Location: Harrisburg, PA USA, 17104

Salary: $21.11/hr.

Duration: 10 Months 5 Days - Contract

Openings: 2

Deadline: 08/27/2026

Description:

**In-person interviews

**100% onsite (Telework on Fridays)

**Local Candidates

We are seeking a customer-focused Tier 1 Help Desk Specialist to provide frontline technical support. This position is 100% phone-based, focusing on handling incoming user inquiries, call logging, password resets, basic Active Directory administration, and standard application troubleshooting.

Key Responsibilities

• Answer inbound technical support calls continuously throughout shift with professional telephone etiquette.

• Log, track, and manage all support requests using ticketing and call-tracking software.

• Perform basic Active Directory tasks, including user management, password resets, and security group administration.

• Support end-users with varying technical abilities on standard hardware, software, and network access issues.

• Troubleshoot Microsoft Office 365 issues, including user permissions, calendar sharing, and email delegation within a networked environment.

• Follow standard operating procedures and technical documentation to resolve issues on the initial call.

Required Qualifications

• 1+ years of prior experience in an IT Service Desk or technical Call Center environment.

• Hands-on experience with IT ticketing and incident management systems.

• Practical knowledge of Active Directory (account creation, resets, and group assignments).

• Strong working knowledge of Windows operating systems and the Microsoft Office 365 suite.

• Proven ability to troubleshoot email, calendar delegation, and basic network permission issues.

• Exceptional verbal communication, listening, and telephone customer service skills.

• Strong organizational skills and attention to detail.

Required / Desired Skills

• IT Service Desk and/or Call Center experience Required - 1 Years

• Experience with call tracking and ticketing software Required - 1 Years

• Attentive to details and ability to be resourceful (using supplied documentation) Required - 1 Years

• Ability to support users with limited knowledge of computers, software, hardware and systems Required - 1 Years

• Above average communication skills and telephone manner. Required - 1 Years

• Basic User & Security Group Active Directory administration Required - 1 Years

• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 Required - 1 Years

• Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) Required - 1 Years

• Excellent organizational skills Required - 1 Years

• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service Required - 1 Years