Help Desk Analyst – Tier 1

Job Title: Help Desk Analyst – Tier 1
Location: Harrisburg, PA(100% Onsite; telework every Friday)
Type: Contract
Duration: 7+ Months

Interview: 1-hour virtual interview
Notes: Saturday work from 8:00 AM to 12:00 PM is scheduled once per quarter, with at least two weeks' advance notice.

Job Description

The Client is seeking a Tier 1 Help Desk Analyst to provide technical support and customer service to end users. The candidate will handle incoming phone calls, troubleshoot basic hardware and software issues, reset passwords, provide application support, and create or escalate trouble tickets as needed. This is a customer service-focused position requiring excellent communication skills, reliability, attention to detail, and the ability to assist users with varying levels of technical knowledge.

The ideal candidate will have at least one year of IT Service Desk and/or Call Center experience, basic Active Directory administration knowledge, and experience with ticketing systems and Microsoft Office 365.

Key Responsibilities

• Provide Tier 1 technical assistance and support to end users via phone.

• Troubleshoot basic hardware, software, operating system, and application issues.

• Assist users with password resets and account access issues.

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

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

• Provide application support and guide users through diagnostic and troubleshooting procedures over the phone.

• Troubleshoot Microsoft Office 365 issues in a network environment, including permissions, calendar sharing, and delegation.

• Perform basic Active Directory user and security group administration.

• Research and use technical documentation, reference materials, and diagnostic aids to resolve user issues.

• Coordinate and track repair requests with appropriate service providers.

• Communicate effectively with technical and non-technical users to identify problems and provide solutions.

• Follow established quality standards and procedures while maintaining excellent customer service.

• Work collaboratively with the team and complete assigned tasks accurately and efficiently.

Required Skills and Qualifications

• Minimum of 1 year of IT Service Desk and/or Call Center experience.

• Minimum of 1 year of experience using call-tracking and ticketing software.

• Basic knowledge of Active Directory user and security group administration.

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

• Experience troubleshooting Office 365 in a network environment, including permissions, calendar sharing, and delegation.

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

• Excellent verbal and written communication skills.

• Professional telephone etiquette and strong customer service skills.

• Strong organizational skills and attention to detail.

• Ability to follow technical documentation and troubleshoot issues resourcefully.

• Ability to work effectively in a team-oriented environment.

• Self-motivated, reliable, and committed to providing excellent customer service.