Overview
Skills
Job Details
Job : Help Desk Analyst (HDA2 / Call Center Analyst)
Location :Dauphin County, PA, USA
The Help Desk Analyst provides first-level technical support in a call center environment. The role focuses on assisting users with application access, login issues, password resets, and basic troubleshooting. Issues beyond Tier 1 are escalated to Tier 2 support following defined procedures.
Responsibilities
Handle incoming calls and emails from users regarding application and system issues
Assist users with login problems, password resets, and application navigation
Identify whether issues are application-related or hardware-related and log tickets accurately
Troubleshoot and resolve Tier 1 support issues using documented procedures
Escalate unresolved issues to Tier 2 support when required
Document incidents, requests, and resolutions in the ticketing system
Research technical issues using knowledge bases and internal documentation
Provide clear and timely status updates to users
Follow quality standards and service-level agreements (SLAs)
Track and report time spent on work activities
Support system changes, upgrades, and new application rollouts
Work collaboratively in a team environment
Required Skills
Strong verbal and written communication skills
Experience in Help Desk or Call Center support environment
Knowledge of basic computer hardware and software concepts
Experience with password resets, user access, and application support
Familiarity with ticketing systems and incident tracking tools
Ability to follow troubleshooting procedures and escalation processes
Customer service oriented with strong problem-solving skills
Ability to multitask and manage time effectively
Team player with a professional attitude