Help Desk Analyst

HELPDESK ANALYST
HARRISBURG,PA
HYBRID


Key Responsibilities

• Issue Diagnosis & Resolution: Receive user inquiries and accurately determine if issues stem from hardware (e.g., modems, printers, cables) or software applications. Guide users step-by-step through standard problem-solving procedures.

• Ticketing & Escalation: Log all interactions into the tracking system. Utilize reference manuals, technical databases, and team collaboration to find solutions, and escalate complex tickets to Tier 2 strictly following defined protocols.

• System Upgrades: Assist in coordinating system changes and new product rollouts, ensuring seamless operation in current and future environments.

• Administration: Manage and report time spent on all daily activities, provide accurate status updates to users, and maintain adherence to internal quality standards.