Help Desk Analyst (Tier 1)

Title: Help Desk Analyst (Tier 1)

Location: 1101 South Front St., Harrisburg, PA 17104 ( Onsite )

Interview Type:

• In-person, 1 hour duration

• Local candidates to Harrisburg, PA

This is a Tier 1 operational role focused on providing phone-based technical support, password resets, and basic application assistance. The candidate should have excellent communication and customer service skills with a basic IT background.

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

Responsibilities:

• Provide technical assistance and support via phone for hardware, software, and systems.

• Investigate and resolve computer and software issues.

• Assist users through diagnostic procedures and remote troubleshooting.

• Create and escalate Remedy tickets to Tier 2 or third-party providers as needed.

• Maintain quality standards and demonstrate strong customer service.

• Work effectively in a team environment.

• Perform password resets and ID management via RACF or Active Directory.

• Dispatch and track service providers for repair coordination.

• Update and maintain knowledge base/reference materials.

Required Skills:

• Experience with call tracking/ticketing systems.

• Strong attention to detail and ability to use documentation effectively.

• Ability to assist non-technical users.

• Excellent communication and telephone manner.

• Good organizational and multitasking abilities.

• Basic Active Directory administration (user & security groups).

• Knowledge of Windows 7 and Office 365 environments.

• Experience troubleshooting Office 365 permissions, calendar sharing, and delegation.

• Self-motivated and customer-focused attitude.

• 1+ years of IT Service Desk or Call Center experience required.