Position: Help Desk Analyst (Ref: 18300) Location: Harrisburg, PA USA, 17104 Salary: $21.11/hr. Duration: 1 Years 1 Months 15 Days - Contract Openings: 1 Deadline: 05/20/2026 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