Overview
Skills
Job Details
WORKSITE: The Finance Building (located at 613 North Drive, Harrisburg, PA 17120)
***An initial virtual interview via Teams with video-enabled will be conducted, followed up by a mandatory in-person interview for the position.***
***Local candidates are preferred. This position is located in downtown Harrisburg. Free parking within walking distance will be available for the selected candidate.***
***Compliant PATCH background check will be required for the candidate selected to fill this position.***
***This position's PO will run through 12/31/25 and likely extend at a 6-month increment.***
***Do not resubmit candidates from previously released Help Desk req # 733017.***
Summary: The Help Desk Analyst analyzes and troubleshoots computer support problems and applies an understanding of computer software and hardware products and services to resolve user problems. The Help Desk Analyst is knowledgeable on the usage and support of the products that run on the Windows operating system. The Help Desk Analyst provides hands-on technical assistance to business and technical users and investigates and resolves computer software and hardware problems for users. The Help Desk Analyst serves as a contact for level 1 support and assists users who are experiencing issues using computer software, hardware, and operating systems, escalating issues, as necessary. The Help Desk Analyst determines whether issues are caused by hardware, software, or system and answers questions, applying knowledge of computer software, hardware, systems, and procedures. The Help Desk Analyst also participates in infrastructure projects such as operating system upgrades, asset renewal initiatives, and application roll outs. Up to NA% will be spent on field/project activities.
Education: 4-year college degree in Computer Information Systems or equivalent technical study
Microsoft certifications preferred
Requirements: Excellent verbal and written communication skills
Ability to work both independently and team environment
Customer service mindset
Microsoft 3NA/Windows OS - Windows 10 & 11
Microsoft Edge support
Microsoft SharePoint Online experience
Microsoft Dynamics 3NA Customer Service
Personal Computer Desktop, Laptop, Mobile devices
Network Printers
Microsoft Access & PowerPoint 365
Google Chrome and Mozilla Firefox
Power Shell
Active Directory
Windows Hello for Business
Windows Server
Microsoft Configuration Manager (SCCM)
Networking (wired and wireless)
Network Security concepts
Description:
Discerns the nature of a problem, determines whether problem is caused by hardware such as modem, printer, cables, or telephone, and logs in tracking system.
Escalates problems in accordance with defined procedures.
Assists users through problem solving steps.
Uses technical databases to research problems and talks with co-workers to research problem and find solution.
Tests software and hardware for troubleshooting and problem resolution.
Able to diagnose and detect correct equipment errors and repair products by replacing worn or broken parts and making technical adjustments.
Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
Assists in coordination of changes, upgrades, and new products, ensuring systems will operate correctly in current and future environment.
Provides accurate and complete answers to general use and administrative environment questions in a timely manner.
Supports shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
Communicates accurate and useful status updates.
Manages and reports time spent on all work activities.
Follows quality standards.
Able to work in a team environment
Completes assigned tasks.
Strong communication skills; both written and spoken
Required/Desired Skills| Skill | Required /Desired | Amount of exp. required in years | Candidate Experience |
|---|---|---|---|
| 5 plus years field experience | Required | 5 | |
| Microsoft 365/Windows OS - Windows 10 & 11 | Required | 0 | |
| Microsoft Edge support | Required | 0 | |
| Microsoft SharePoint Online experience | Required | 0 | |
| Personal Computer Desktop, Laptop, Mobile devices | Required | 0 | |
| Network Printers | Required | 0 | |
| Microsoft Access & PowerPoint 365 | Required | 0 | |
| Google Chrome and Mozilla Firefox | Required | 0 | |
| PowerShell | Required | 0 | |
| Microsoft Dynamics 3NA Customer Service | Required | 0 | |
| Active Directory | Required | 0 | |
| Windows Hello for Business | Required | 0 | |
| Windows Server | Required | 0 | |
| Microsoft Configuration Manager (SCCM) | Required | 0 | |
| Networking (wired and wireless) | Required | 0 | |
| Network Security concepts | Required | 0 | |
| Excellent verbal and written communication skills | Required | 0 | |
| Ability to work both independently and team environment | Required | 0 | |
| Customer service mindset | Required | 0 |