Job Description

Job Summary

Location: Harrisburg, PA (1 week onsite & 1 week remote for 3-4 months then fully remote)


- Serve as a Help Desk Analyst providing call center support for business applications.
- Answer and respond promptly to help desk phone calls and emails.
- Assist users with computer-related issues, including logins, password resets, and navigating applications.
- Analyze and troubleshoot user problems, determining if issues are hardware or application-related.
- Escalate complex issues to senior staff or tier-two support as per procedures.
- Utilize technical databases, reference materials, and co-worker collaboration to resolve issues.
- Create and manage ServiceNow incidents for all support requests.
- Perform basic computer repairs and install software/updates as needed.
- Assist senior technical staff with data acquisition, running, and distributing reports.
- Provide assistance with cable management, installations, data center cleaning, and equipment moves.
- Maintain accurate documentation, status updates, and time reporting for all work activities.
- Ensure compliance with quality standards and agency policies, including security and equipment usage restrictions.
- Communicate clearly and effectively both verbally and in writing.
- Work in a team environment and complete assigned tasks within deadlines.
- Participate in training in-office before transitioning to a hybrid in-office/telework schedule.

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