Helpdesk Analyst

Title

Helpdesk Analyst

Location

Harrisburg, PA (Possible of extension)

Duration

8+ months

Interview type

Webcam

Job Description

This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. No Tier 2 work will be performed. This is an operational-type job and reliability, and communication are key components to making the department successful.

Client seeks someone with customer service experience, people skills, prefer a team environment and have basic IT experience. They can teach the IT, but the candidate either will have or doesn't have people and customer service skills.

Note

***For this particular hiring team management directly emails the candidate to set up interviews. Please provide your candidate's e-mail address (and if desired their phone number) under Summary of Qualifications (seen in the Details tab). This should never be in the resume.***

***Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks' notice beforehand.***

Vendors, please be aware that candidates submitted at least 6 months ago from 10/30/26 may now be reconsidered for this req. ***This position is funded through 6/30/27, so use that date in the RTR. Contract end date is dependent on the final schedule and projected needs. Historically additional funding should then last a fiscal year. ***

***Do not resubmit candidates from previously released Help Desk req #s 800962, 805699, & 810297. ***

***Client would prefer candidates local to the Harrisburg, PA Area. ***

***This requisition has an hour-long virtual interview. ***

The training cycle runs 3-4 weeks, so start date would most often fall 2 to 3 weeks from the date of acceptance.

This team teleworks on every Friday. This position is 100% onsite and at The Riverfront Office Center (ROC) (the main DMV building along the Susquehanna River, just south of I-83), specifically located at1101 South Front St., Harrisburg, PA 17104 Since the team moved to that location there is no longer a need to bring a $20 check as client doesn't charge for badges there.

Responsibilities

• Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Investigates and resolves computer software and hardware problems of users.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Talks with technical and non-technical co-workers to research problem and find solution.
• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
• Follow quality standards and displays strong customer service skills.
• Able to work in a team environment.
• Complete assigned tasks.
• Excellent communication skills; both written and spoken.
• Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory
• Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
• Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.

Required Skills

• Experience with call tracking and ticketing software
• Attentive to details and ability to be resourceful (using supplied documentation
• Ability to support users with limited knowledge of computers, software, hardware, and systems
• Above average communication skills and telephone manner.
• Excellent organizational skills
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
• Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• 1+ years previous IT Service Desk and/or Call Center experience required.