Help Desk Analyst

## Job Summary

We are seeking a reliable and customer-focused Tier 1 Help Desk Analyst to provide phone-based technical support to end users. This role is ideal for someone with strong communication skills, excellent customer service experience, and basic IT support knowledge. The position will focus on answering support calls, assisting users with password resets, application support, basic troubleshooting, and creating/escalating support tickets as needed.

This is a 100% onsite position located in Harrisburg, PA. The role requires someone who is comfortable working on phones throughout the day and providing professional, patient, and effective support to users with varying levels of technical knowledge.

## Key Responsibilities

* Provide Tier 1 technical assistance and support to end users by phone.
* Assist users with password resets, account access issues, application support, and basic troubleshooting.
* Create, update, and escalate support tickets using call tracking/ticketing software.
* Troubleshoot basic hardware, software, Windows, and Office 365 issues.
* Perform basic Active Directory user and security group administration.
* Support users with limited knowledge of computers, software, hardware, and systems.
* Follow documented procedures and use supplied reference materials to resolve issues.
* Escalate unresolved issues to Tier 2 support teams or third-party service providers.
* Communicate clearly with both technical and non-technical users.
* Maintain accurate documentation of issues, troubleshooting steps, and resolutions.
* Follow quality standards and provide excellent customer service at all times.
* Work effectively in a team environment and complete assigned tasks on time.

## Required Qualifications

* 1+ year of previous IT Service Desk, Help Desk, Technical Support, or Call Center experience.
* Experience using call tracking or ticketing software.
* Basic knowledge of Active Directory user and security group administration.
* Experience supporting Microsoft Windows operating systems.
* Experience using and troubleshooting Office 365 in a network environment, including permissions, calendar sharing, and delegation.
* Ability to support users with limited technical knowledge.
* Strong telephone manner and above-average communication skills.
* Excellent organizational skills and attention to detail.
* Ability to follow documentation and be resourceful when resolving user issues.
* Self-motivated attitude with a strong focus on customer service.

## Preferred Qualifications

* Experience with Remedy, ServiceNow, Jira, Zendesk, or similar ticketing systems.
* Prior experience in a high-volume phone support environment.
* Experience supporting government, public sector, or enterprise users.
* Local to the Harrisburg, PA area.

## Work Location

100% onsite in Harrisburg, PA.

## Schedule

* 40 hours per week.
* Telework may be available on Fridays based on team schedule.
* Occasional Saturday work from 8:00 AM to 12:00 PM may be required once per quarter with advance notice.

## Important Role Note

This is a Tier 1 phone-based help desk role. The position is focused on phone support, password resets, application support, ticket creation, and escalation. No Tier 2 work will be performed.