Help Desk Analyst

Location: Harrisburg, PAPosition Type:  HybridHybrid Schedule: 5 days onsite then 5 days teleworkContract Length: 10 months + possible extensionsPosition Overview:The Help Desk Analyst provides front-line call center support for users, assisting with login issues, password resets, application navigation, and escalating tickets when necessary. This role requires strong communication, problem-solving skills, and the ability to troubleshoot application-related issues efficiently.Duties:

• Receive telephone calls and emails from users with application issues or usage questions.

• Determine the nature of problems, identify if they are hardware or application-related, and log all issues in the tracking system.

• Escalate issues according to established procedures.

• Guide users through problem-solving steps to resolve application issues.

• Research solutions using technical databases, documentation, and collaboration with team members.

• Utilize reference materials and diagnostic tools to resolve technical problems.

• Assist in coordinating system changes, upgrades, and new product implementations.

• Provide timely, accurate responses to general use and administrative environment questions.

• Communicate clear and concise status updates to stakeholders.

• Track and report time spent on all assigned activities.

• Follow established quality standards for service delivery.

• Collaborate effectively within a team environment.

• Complete assigned tasks promptly and accurately.

• Maintain strong verbal and written communication skills when interacting with users and team members.

Required Skills:

• 3 years of experience promptly answering help desk phone calls.

• 3 years of experience promptly responding to help desk emails.

• 3 years of experience escalating issues to senior staff by assigning ServiceNow incidents to the appropriate technical resource.

• 3 years of experience performing agency computer repairs as needed.

• 3 years of experience installing software and updates on agency computers.

• 3 years of experience assisting senior technical staff with lower-level tasks such as acquiring data and running reports.

• 1 year of experience running daily reports and delivering them in person or via inter-company mail.

• 1 year of experience creating ServiceNow incidents for all phone and email requests.

• 1 year of experience providing assistance with cable clean-up, installations, data center cleaning, and moving or racking equipment.

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