Help Desk Analyst- Onsite- Harrisburg, PA

Help Desk Analyst – Tier 1 - ONSITE- HARRISBURG, PA

APPLY ONLY IF YOU ARE READY FOR ONSITE ROLE

Job Overview:

Seeking a customer-focused Tier 1 Help Desk Analyst to provide phone-based technical support. This is a 100% phone-support role focused on password resets, basic application troubleshooting, and end-user assistance. No Tier 2 responsibilities are involved. Strong customer service, communication, reliability, and teamwork skills are essential.

Key Responsibilities:

• Provide first-level technical support for hardware, software, and application issues over the phone.
• Perform password resets and user account support through Active Directory/RACF.
• Troubleshoot Windows and Office 365 issues.
• Create, track, and escalate tickets to Tier 2 or third-party providers when needed.
• Guide users through basic diagnostic and troubleshooting steps.
• Maintain accurate tickets and follow established support procedures.
• Deliver excellent customer service and work effectively within a team.

Required Skills:

• 1+ year of IT Service Desk or Call Center experience.
• Experience with ticketing/call-tracking systems.
• Strong customer service and telephone communication skills.
• Basic Active Directory user and security group administration.
• Knowledge of Windows operating systems and Office 365 troubleshooting.
• Strong organizational skills, attention to detail, and problem-solving abilities.
• Ability to support non-technical users and follow documentation.

Ideal Candidate: Someone with excellent people skills, a positive attitude, reliability, and a customer-service mindset. Basic IT knowledge is required; additional technical skills can be trained.