Job Description

Location:  Harrisburg, PA
Position Type:  Hybrid
Hybrid Schedule: Onsite 4 days a week
Contract Length: 10 months + extensions

Position Overview:

This is a Tier 1 Help Desk Analyst role focused entirely on phone-based customer support, including password resets and basic application troubleshooting. Ideal candidates will bring strong customer service and communication skills , thrive in a team environment , and possess some foundational IT knowledge —though technical skills can be taught.

Duties:

• Provide technical support via phone for hardware, software, and systems.

• Assist users with password resets and basic troubleshooting using Active Directory and diagnostic tools.

• Investigate and resolve end-user issues by researching problems and guiding users through solutions.

• Escalate unresolved issues through Remedy to Tier 2 staff or third-party service providers.

• Deliver excellent customer service by maintaining clear and professional communication.

• Reset or restore LAN, mainframe, and user IDs/passwords using RACF or Active Directory.

• Coordinate repairs by dispatching and tracking service providers.

• Document and update knowledge base materials and troubleshooting guides.

• Support users with limited technical expertise using supplied documentation.

• Utilize ticketing and call tracking software to log and manage support requests.

• Troubleshoot and support Microsoft Windows 7 and Office 365 in a networked environment.

• Maintain strong organization and attention to detail while working in a fast-paced team.

Required Skills:

• 1+ years of IT Service Desk and/or Call Center experience.

• 1+ years of experience using call tracking and ticketing software.

• 1+ years of demonstrated attention to detail and ability to be resourceful using supplied documentation.

• 1+ years of experience supporting users with limited technical knowledge of computers, software, hardware, and systems.

• 1+ years of strong communication skills and professional telephone manner.

• 1+ years of experience with basic User & Security Group administration in Active Directory.

• 1+ years of strong knowledge of Microsoft operating systems, especially Windows 7 and Office 365.

• 1+ years of experience troubleshooting and using Office 365 in a network environment (including permissions, calendar sharing, and delegation).

• 1+ years of excellent organizational skills in a fast-paced environment.

• Must be a self-motivated achiever who takes pride in delivering excellent customer service.

Job Tags

Contract work, Work at office,

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