Job Description
Job Description
Job Title: Help Desk Analyst
Location: Harrisburg, PA
Duration: 12 Months
Type: Contract
Position Overview:
This Tier 1 Service Desk role provides first-level technical support in a high-volume phone environment, assisting end users with password resets, application support, and basic troubleshooting. The ideal candidate will have strong customer service and communication skills, a team-oriented mindset, and a reliable, service-focused approach.
Responsibilities
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Provide technical assistance, support, and guidance to end users for hardware, software, and system-related issues via phone.
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Investigate, troubleshoot, and resolve computer hardware and software problems.
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Answer user inquiries by applying knowledge of computer systems, software, hardware, and standard operating procedures.
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Communicate effectively with technical and non-technical staff to research issues and identify appropriate solutions.
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Guide users through diagnostic procedures using remote troubleshooting techniques and diagnostic tools.
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Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and third-party service providers as needed.
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Follow established quality standards while delivering outstanding customer service.
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Reset and restore mainframe, LAN, and user IDs and passwords through RACF or Active Directory.
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Diagnose issues and coordinate product repairs by dispatching and tracking appropriate service providers.
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Research and update reference documentation and diagnostic resources to support issue resolution.
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Complete assigned tasks while working effectively in a collaborative team environment.
Required Qualifications
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Minimum 1 year of IT Service Desk and/or Call Center experience required.
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Experience with call tracking and ticketing software required.
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Basic User and Security Group Active Directory administration experience required.
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Strong knowledge of Microsoft Windows operating systems with emphasis on Windows 7 and Office 365.
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Experience troubleshooting Office 365 within a network environment, including permissions, calendar sharing, and delegation.
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Ability to support users with limited knowledge of computers, software, hardware, and systems.
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Strong attention to detail and the ability to be resourceful using available documentation.
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Above-average communication skills with a professional telephone manner.
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Excellent organizational and time management skills.
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Self-motivated with a strong commitment to delivering exceptional customer service.
For more details reach at resumes@navitassols.com
About Navitas Partners, LLC: It is a certified WBENC and one of the fastest-growing staffing firms providing technology, professional, and consulting services across multiple industries. We offer competitive compensation and work closely with our candidates throughout the hiring process. We understand this is a partnership. You will not be blindsided, and your salary will be discussed upfront.