Entry-Level Help Desk Support - Youngstown - ProRec Resource Solutions

    ProRec Resource Solutions
    ProRec Resource Solutions Youngstown

    1 day ago

    $35,000 - $60,000 (USD) per year *
    Description
    Contract Duration: 03/30/ /30/2026
    Work Location: Harrisburg, PA 17104
    Onsite vs. Remote: 100% onsite
    Interview Type: Hour-long in-person interview
    Onsite Requirements: Onsite daily at The Riverfront Office Center; Saturday work once per quarter (8:00 AM - 12:00 PM) with advance notice
    Onsite Address: 1101 South Front St., Harrisburg, PA 17104
    Residency Requirements: Must be eligible to work in the United States
    Visas Accepted: USC, GC only
    Schedule: Monday - Friday, 8 hours per day, 40 hours per week; quarterly Saturday shift 8:00 AM - 12:00 PM with at least two weeks' notice; subject to Commonwealth of PA state holidays.
    ROLE OVERVIEW
    Our client is seeking a Tier 1 Help Desk Analyst to provide frontline technical support for end users within a high-volume operational environment. This role supports core systems and user access services, functioning as the first point of contact for technical assistance and service requests.
    The position is phone-intensive and focused exclusively on Tier 1 responsibilities, including password resets and application support. The selected candidate will work within a structured team environment and report through the service desk management structure.
    KEY RESPONSIBILITIES
    • Provide technical assistance and support to end users via phone
    • Troubleshoot hardware, software, and system issues
    • Reset and restore mainframe, LAN, and user IDs and passwords using RACF or Active Directory
    • Create and escalate Remedy trouble tickets to Tier 2 staff or third-party providers
    • Document incidents accurately using call tracking and ticketing systems
    • Guide users through diagnostic procedures and resolution steps
    • Dispatch and track service providers for hardware repair coordination
    • Research and update reference documentation and diagnostic materials
    • Maintain quality standards and strong customer service performance
    • Complete assigned operational tasks within established service levels
    REQUIRED EXPERIENCE AND SKILLS
    Experience Requirements
    • 1+ year of IT Service Desk and/or Call Center experience
    • 1+ year of experience with call tracking and ticketing software
    Technical Skills
    • Basic User and Security Group administration in Active Directory
    • Strong knowledge of Microsoft operating systems, including Windows 7
    • Experience supporting and troubleshooting Office 365 in a networked environment, including permissions, calendar sharing, and delegation
    Core Competencies
    • Ability to support users with limited technical knowledge
    • Strong attention to detail and ability to use supplied documentation effectively
    • Above average communication skills and professional telephone manner
    • Excellent organizational skills
    • Ability to work effectively in a team environment
    • Strong customer service orientation
    SITE NOTES
    • Position located at The Riverfront Office Center
    • No badge fee required at this location
    • Government equipment may not be taken or used outside of the United States
    * This salary range is an estimation made by beBee
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