Job Description

Location: Harrisburg, PA
Position Type: Hybrid
Hybrid Schedule: 5 days onsite, 5 days from home
Contract Length: 5 months + extensions

Position Overview:
The Help Desk Analyst provides first-level, call-center-based support to users by resolving login issues, password resets, and application access problems. This role focuses on troubleshooting and customer assistance, with escalation to Tier 2 support when needed, and does not involve hardware setup, wiring, or remote system access.

Duties:

• Receive and respond to user support requests via phone and email regarding business application issues and usage questions

• Troubleshoot application-related problems and guide users through step-by-step resolution processes

• Identify the nature of reported issues and accurately log incidents in the tracking system

• Escalate unresolved or complex issues according to established procedures

• Research solutions using technical databases, reference materials, and collaboration with team members

• Provide clear, accurate, and timely responses to general application and administrative environment questions

• Communicate status updates effectively to users and internal teams

• Assist with coordination of application changes, upgrades, and new product rollouts

• Track, manage, and report time spent on all assigned work activities

• Adhere to defined quality standards and service expectations

• Work collaboratively within a team environment to meet service goals

• Complete assigned tasks and maintain strong written and verbal communication skills

Required Skills:

• 3+ years of experience promptly answering help desk phone calls in a professional support environment

• 3+ years of experience promptly responding to help desk emails and user support requests

• 3+ years of experience escalating issues to senior staff by assigning ServiceNow incidents to the appropriate technical resources

• 3+ years of experience performing computer repairs as needed

• 3+ years of experience installing software and system updates on end-user computers

• 3+ years of experience assisting senior technical staff with lower-level tasks such as acquiring data and running reports

• 1+ year of experience running daily reports and distributing them via hand delivery or inter-company mail

• 1+ year of experience creating and documenting ServiceNow incidents for all phone and email requests

• 1+ year of experience providing assistance with cable clean-up, basic installations, data center cleaning, and moving or racking equipment

Job Tags

Contract work, Remote work,

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