Help Desk Analyst (Ref: 18140) - Harrisburg - Professional Technology Integration, Inc.

    Description

    Position:
    Help Desk Analyst (Ref: 18140)

    Location:
    Harrisburg, PA 17104 USA

    Duration: 4 Months 5 Days - Contract

    Openings: 2

    Deadline: 02/27/2026


    Pay Rate:
    $21.11/hr.


    Description:
    **In-person interviews
    **100% onsite (Telework on Fridays)
    **Local Candidates

    We are seeking a Help Desk Analyst for a Tier 1 position requiring working on phones all day. This position is 100% phones and 85% password resets. 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.


    Roles:

    • 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.
    • 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
    • Excellent communication skills and telephone manner.
    • Excellent organizational skills
    • Incident Management experience Managing incidents including business expectations and communication
    • Basic User & Security Group Active Directory administration
    • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2013
    • Experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation)
    • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
    • IT Service Desk and/or Call Center experience required.
    Required / Desired Skills


    • IT Service Desk and/or Call Center experience (Required 1 Years)
    • Experience with call tracking and ticketing software
    (Required 1 Years)


    • Attentive to details and ability to be resourceful (using supplied documentation)
    (Required 1 Years)


    • Ability to support users with limited knowledge of computers, software, hardware and systems
    (Required 1 Years)


    • Above average communication skills and telephone manner. (Required 1 Years)
    • Basic User & Security Group Active Directory administration
    (Required 1 Years)


    • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 (Required 1 Years)
    • Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) (Required 1 Years)
    • Excellent organizational skills
    (Required 1 Years)


    • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
    (Required 1 Years)

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