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Help Desk Analyst based in Harrisburg, PA

vTech Solution
Harrisburg, Pennsylvania, United States
November 13, 2018


Position Details:

Job Title: Help Desk Analyst

Location: Harrisburg, PA

Duration: 12 Months

Job Description:

***This requisition requires onsite in-person first round interviews only

***Client would prefer candidates local to the Harrisburg, PA Area

• Help Desk Analyst - 2 to 3 years field experience. 2-year associates degree or equivalent technical study.

The Help Desk Analyst performs the skills listed below.

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

• Provides hands-on technical assistance to business and technical users.

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

• Serves as a contact for level 1 support.

• Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.

• Determines whether problem is caused by hardware, software, or system.

• 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.

• Experienced with a variety of call-tracking software and systems.

• Reads trade magazines and engages in independent study to maintain current industry knowledge.

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

• Able to work in a team environment.

• Complete assigned tasks.

• Strong communication skills; both written and spoken.

Additional Skills & Experience:

• 1+ years supporting technology in a fast-paced environment.

• 2+ years’ experience with Windows 7 operating system.

• 2+ years’ experience with PC troubleshooting and repair.

• Knowledge of Microsoft Windows 7 with emphasis on troubleshooting.

• Experience with Microsoft Office products including Word, Excel and Outlook. Knowledge of and interest in emerging technologies.


Experience with call tracking and ticketing software.

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)

Previous IT Service Desk and/or Call Center experience

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

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