Help Desk Analyst (Tier 1)

Job Title

Help Desk Analyst (Tier 1)

Location

Harrisburg, PA

Position Type

Contract

Duration

10+ Months

Work Schedule

Monday – Friday, 100% Onsite; Telework on Fridays. Occasional Saturday (once a quarter, 8 AM – 12 PM with notice).

Interview Type

In-person (1 hour)

Job Summary

Client is seeking a Tier 1 Help Desk Analyst to join its Service Desk team, located at the Riverfront Office Center in Harrisburg, PA. The selected candidate will provide first-level technical support to users over the phone, focusing primarily on password resets, Active Directory support, and Office 365 troubleshooting. This is an operational support role, 100% phone-based, and ideal for someone with strong customer service skills and basic IT experience.

Key Responsibilities

• Provide technical assistance to end users via phone for hardware, software, and system issues.
• Perform password resets and user account support using Active Directory and RACF.
• Create and escalate tickets using Remedy to Tier 2 support or third-party service providers.
• Diagnose software/hardware problems and coordinate repairs.
• Utilize supplied documentation and reference materials to resolve issues.
• Maintain strong communication and adhere to customer service standards.
• Participate in scheduled training (3–4 weeks) prior to assuming full duties.
• Participate in occasional Saturday support (once per quarter).

Required Skills and Experience

• Minimum 1 year of IT Service Desk or Call Center experience.
• Experience with ticketing and call tracking systems (e.g., Remedy).
• Strong understanding of Microsoft Windows 7 and Office 365 environments.
• Experience with Office 365 troubleshooting (permissions, calendars, delegation).
• Basic knowledge of Active Directory for user and security group administration.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Ability to assist users with limited IT knowledge.
• Customer-service oriented, team-focused, and dependable.