[ref. c66100516] Mechanicsburg - Help Desk Analyst - HDA24-13633
NavitsPartners Mechanicsburg
Job Title: Help Desk Analyst
Location: Harrisburg, PA
Location: Harrisburg, PA
Duration: 8 Months
Work Schedule:
- Onsite position (100%)
- Telework available on Fridays
- Saturday work (8 AM - 12 PM) scheduled once a quarter, with two weeks' notice
Summary:
We are seeking a dedicated Help Desk Analyst with at least 1 year of experience in IT support. This is a Tier 1 role responsible for providing technical assistance to end users via phone, handling password resets, and offering application support.Candidates should have strong customer service skills, be comfortable working in a team environment, and possess basic IT knowledge, which will be enhanced through training. A 2-year associate’s degree or equivalent technical study is required.
Training: A 3-4 week training program will be provided. The start date typically occurs 2-3 weeks from offer acceptance.
Roles and Responsibilities:
- Provide technical assistance for hardware, software, and system issues over the phone
- Troubleshoot and resolve end-user software and hardware problems
- Apply technical knowledge to resolve issues and improve user experience
- Communicate effectively with technical and non-technical colleagues
- Guide users through diagnostic procedures over the phone or using diagnostic software
- Create and escalate trouble tickets to Tier 2 or 3rd party providers as necessary
- Maintain high-quality standards while delivering excellent customer service
- Reset and restore user accounts and passwords using RACF or Active Directory
- Coordinate product repairs with service providers
- Update reference materials and tools to support issue resolution
- Collaborate in a team environment and meet deadlines
Required Skills:
- 1+ years of experience in an IT Service Desk or Call Center
- Experience with call tracking and ticketing software
- Strong attention to detail and the ability to utilize provided documentation
- Ability to support users with limited technical expertise
- Excellent communication skills and a professional telephone demeanor
- Basic knowledge of Active Directory for User & Security Group administration
- Strong familiarity with Microsoft operating systems, particularly Windows 7 and Office 365
- Proficiency in troubleshooting Office 365 in a network environment (e.g., permissions, calendar sharing, delegation)
- Strong organizational skills
- Self-motivated with a customer service mindset
Preferred: Local candidates from the Harrisburg, PA area are preferred.
Additional Information:
- In-person interviews are required (1 hour)
- The start date is typically 2-3 weeks after offer acceptance.
NavitsPartnersHarrisburg, 7 mi from Mechanicsburg (PA)
Job Title: Help Desk Analyst
Location: Harrisburg, PA
Duration: 8 Months
Work Schedule:
• Onsite position (100%)
• Telework available on Fridays
• Saturday work (8 AM - 12 PM) scheduled once a quarter, with two weeks' notice
Summary:
We...
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Overview:
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