Help Desk Analyst

• Job Title: Help Desk Analyst
• Location: Harrisburg, PA
• Duration: 10+ Months contract with possible extension
• Interview: In-person

***Complete Onsite***

Position Description:

Help Desk Analyst - 1+ year of field experience. 2-year associates degree or equivalent technical study.

***This requisition has an hour-long in-person interview.***

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

***This position is funded through 6/30/27, so use that date in the RTR. Contract end date is dependent on the final schedule and projected needs. Historically additional funding should then last a fiscal year.***

***For this particular hiring team management directly emails the candidate to set up interviews. Please provide your candidate's e-mail address (and if desired their phone number) under Summary of Qualifications (seen in the Details tab). This should never be in the resume.***

The training cycle runs 3-4 weeks, so start date would most often fall 2 to 3 weeks from the date of acceptance.

• This team teleworks on every Friday.
• This position is 100% onsite and at The Riverfront Office Center (ROC) (the main DMV building along the Susquehanna River, just south of I-83), specifically located at-
• 1101 South Front St., Harrisburg, PA 17104

This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. 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.

seeks someone with customer service experience, people skills, prefer a team environment and have basic IT experience. They can teach the IT, but the candidate either will have or doesn’t have people and customer service skills.

• The Help Desk Analyst performs the skills listed below-
• • 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.

Required Skills:

• • 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
• • Above average communication skills and telephone manner.
• • Excellent organizational skills
• • Basic User & Security Group Active Directory administration
• • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
• • Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
• • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• • 1+ years previous IT Service Desk and/or Call Center experience required.

***Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks’ notice beforehand.***