Help Desk Analyst

Location: Harrisburg, PA (100% onsite, with telework every Friday)
Work Schedule: Saturday shifts from 8:00 AM to 12:00 PM approximately once per quarter, with at least two weeks' advance notice.
Interview Process: One-hour virtual interview.

Job Overview

The Help Desk Analyst provides Tier 1 technical support to end users by phone, assisting with password resets, Microsoft Office 365 applications, and basic hardware, software, and system issues. This role requires strong customer service, communication, and problem-solving skills, along with the ability to document issues, troubleshoot technical problems, and escalate unresolved incidents appropriately.

Job Duties

• Provide Tier 1 technical support to end users by phone, assisting with hardware, software, and system-related issues.

• Troubleshoot and resolve basic technical problems, including password resets and application support.

• Assist users with limited technical knowledge by providing clear instructions and guidance throughout the troubleshooting process.

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

• Create, document, and escalate Remedy trouble tickets to Tier 2 Service Desk staff or third-party service providers as needed.

• Diagnose technical issues and coordinate repairs by dispatching and tracking the work of appropriate service providers.

• Research technical documentation, reference materials, and diagnostic aids to identify solutions to end-user problems.

• Collaborate with technical and non-technical colleagues to investigate issues and determine appropriate resolutions.

• Follow established quality standards and procedures while maintaining a high level of customer service.

• Complete assigned tasks accurately and efficiently while contributing to a collaborative team environment.

• Maintain clear and professional communication with users and team members throughout the support process.

Required Skills and Qualifications

• 1+ years of previous IT Service Desk and/or Call Center experience.

• 1+ years of experience with call tracking and ticketing software.

• 1+ years of experience demonstrating attention to detail and resourcefulness when using supplied documentation.

• 1+ years of experience supporting users with limited knowledge of computers, software, hardware, and systems.

• 1+ years of experience demonstrating above-average communication skills and telephone etiquette.

• 1+ years of experience with basic User and Security Group administration in Active Directory.

• 1+ years of experience with Microsoft-based operating systems, emphasizing Windows 7 and Office 365.

• 1+ years of experience using and troubleshooting Office 365 in a network environment, including permissions, calendar sharing, and delegation.

• Excellent organizational skills.

• Self-motivated approach with a strong commitment to providing excellent customer service.