Job Description
Job Description
Job Title: Tier 1 Help Desk Analyst
Location: Harrisburg, PA 17104 (Onsite)
Duration: 1 Year
Employment Type: Contract
Job Summary
The Tier 1 Help Desk Analyst provides first-level technical support to end users, primarily through phone-based interactions. This role is focused on high-volume call handling, including password resets, basic troubleshooting, and application support. Strong customer service skills, reliability, and communication are essential for success in this position.
Key Responsibilities
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Provide technical assistance and support to end users via phone
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Troubleshoot hardware, software, and system-related issues
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Perform password resets and user account support using Active Directory and RACF
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Create, document, and escalate tickets to Tier 2 or third-party support teams as needed
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Guide users through diagnostic procedures and issue resolution steps
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Maintain accurate records in call tracking and ticketing systems
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Ensure adherence to quality standards and customer service expectations
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Collaborate effectively with team members and other departments
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Dispatch and track service providers for hardware or system repairs
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Research and update documentation, knowledge base articles, and troubleshooting guides
Required Skills & Qualifications
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Minimum 1+ year of IT Service Desk or Call Center experience
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Experience with call tracking and ticketing systems
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Strong customer service and communication skills (verbal and written)
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Ability to support non-technical users with varying levels of technical knowledge
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Strong attention to detail and problem-solving abilities
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Excellent organizational and multitasking skills
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Basic Active Directory administration (user accounts and security groups)
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Knowledge of Microsoft operating systems, especially Windows 7 and Office 365
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Experience troubleshooting Office 365 in a network environment (permissions, calendar sharing, delegation)
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Self-motivated with a strong focus on delivering excellent customer service
Core Competencies
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Strong phone and interpersonal skills
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Team-oriented mindset
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Reliability and consistency in a high-volume support environment
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Ability to follow processes and documentation accurately
Additional Information
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This role is 100% phone-based support
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Focus is strictly Tier 1 responsibilities (no Tier 2 work involved)
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Training will be provided for technical aspects; strong people skills are essential
For more details reach at resumes@navitassols.com.
About Navitas Partners, LLC: It is a certified WBENC and one of the fastest-growing healthcare staffing firms in the US providing Medical, Clinical and Non-Clinical services to numerous hospitals. We offer the most competitive pay for every position we cater. We understand this is a partnership. You will not be blindsided, and your salary will be discussed upfront.