Role Title: Help Desk Analyst
Location: Harrisburg, PA (Onsite for training, then hybrid)
Work Hours: Choice of 8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM
Position Overview
We are seeking a skilled and customer-focused Help Desk Analyst to join our IT support team. This position provides Tier 1 call center support for business applications, assisting users with login issues, password resets, application navigation, and escalating complex cases to Tier 2. The role focuses on troubleshooting software and hardware-related issues while delivering exceptional customer service. This position does not involve wiring, hardware setup, or remote access configuration.
Responsibilities
Respond promptly to help desk calls and emails, providing first-line technical support.
Diagnose and resolve hardware-related issues (e.g., modem, printer, cables) and application errors.
Log and track incidents in ServiceNow; escalate to Tier 2 or senior staff as needed.
Guide users through step-by-step problem resolution processes.
Research and resolve technical issues using knowledge bases and reference materials.
Assist in system changes, upgrades, and new software installations to ensure readiness.
Perform basic computer repairs and software/patch installations.
Support senior technical staff with routine technical tasks, including data acquisition and reporting.
Generate and deliver daily reports via physical delivery or internal mail.
Assist with cable management, data center cleanup, and basic equipment moves or racking.
Maintain accurate documentation, logs, and timely status updates.
Adhere to quality standards and meet project/task deadlines.
Collaborate effectively within a team, demonstrating strong written and verbal communication skills.
Required Skills & Experience
3+ years – Answering help desk calls and responding to user emails promptly.
3+ years – Creating and escalating incidents in ServiceNow to appropriate resources.
3+ years – Performing basic computer repairs and installing software/updates.
3+ years – Assisting senior staff with technical tasks and reporting.
1+ year – Running daily reports and delivering via physical or internal mail.
1+ year – Providing assistance with cable cleanup, data center maintenance, and equipment installation.
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