Help Desk Analyst (Ref: 18448)

Position: Help Desk Analyst (Ref: 18448)

Location: Harrisburg, PA USA, 17104

Salary: $21.11/hr.

Duration: 1 Years 0 Months 8 Days - Contract

Openings: 2

Deadline: 06/25/2026

Description:

**In-person interviews

**100% onsite (Telework on Fridays)

**Local Candidates

We are seeking a Help Desk Analyst for a Tier 1 position requiring working on phones all day. This position is 100% phones and 85% password resets. No Tier 2 work will be performed. This is an operational type job and reliability and communication are key components to making the department successful.

Roles:

• Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.

• Investigates and resolves computer software and hardware problems of users.

• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.

• Talks with technical and non-technical co-workers to research problem and find solution.

• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.

• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution

• Follow quality standards, and displays strong customer service skills.

• Able to work in a team environment.

• Complete assigned tasks.

• Excellent communication skills; both written and spoken.

• Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory

• Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.

• Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.

• Experience with call tracking and ticketing software

• Attentive to details and ability to be resourceful (using supplied documentation)

• Ability to support users with limited knowledge of computers, software, hardware and systems

• Excellent communication skills and telephone manner.

• Excellent organizational skills

• Incident Management experience – Managing incidents including business expectations and communication

• Basic User & Security Group Active Directory administration

• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2013

• Experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation)

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

• IT Service Desk and/or Call Center experience required.

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