Help Desk Analyst

• Job Title: Help Desk Analyst
• Location: Harrisburg, PA
• Work Mode: Onsite (Monday–Thursday; team teleworks on Fridays)
• Job Overview:
• We are looking for a customer-focused Help Desk Analyst to provide Tier 1 technical support to end users over the phone. The ideal candidate will have experience in IT service desk or call center operations, excellent communication skills, and basic IT troubleshooting knowledge. This role primarily involves password resets, application support, troubleshooting, and ticket management.
• Key Responsibilities:
• Provide Tier 1 technical support to end users over the phone.
• Troubleshoot basic hardware, software, operating system, and application issues.
• Reset and restore user IDs and passwords using Active Directory or similar systems.
• Provide support for Microsoft Windows and Office 365 applications.
• Troubleshoot Office 365 permissions, calendar sharing, and delegation issues.
• Create, update, track, and escalate service tickets to appropriate technical support teams.
• Assist users with limited technical knowledge by providing clear, step-by-step instructions.
• Follow established procedures and use technical documentation to resolve issues.
• Coordinate with technical teams and service providers to resolve reported problems.
• Maintain accurate ticket records and follow established quality standards.
• Deliver excellent customer service while handling a high volume of phone-based support requests.
• Required Skills and Qualifications:
• Minimum 1 year of experience in an IT service desk, help desk, or call center environment.
• Experience with call tracking and ticketing software.
• Basic knowledge of Active Directory user accounts and security groups.
• Strong knowledge of Microsoft Windows operating systems and Office 365.
• Experience troubleshooting Office 365 in a network environment, including permissions, calendar sharing, and delegation.
• Strong verbal and written communication skills.
• Excellent telephone etiquette and customer service skills.
• Ability to troubleshoot technical issues and assist non-technical users.
• Strong organizational skills and attention to detail.
• Ability to follow procedures, work independently, and collaborate effectively within a team.

Work Schedule and Location:

• Onsite position in Harrisburg, Pennsylvania.
• The team teleworks on Fridays.
• Occasional Saturday work from 8:00 AM to 12:00 PM is required once per quarter, with advance notice.
• Selected candidates should be available to complete a training period of approximately 3–4 weeks.