Help Desk Analyst

Job Description

Position Details

• Job Title: Help Desk Analyst | W2 CONTRACT ROLE |
• Location: Harrisburg, PA (Onsite / Partial Telework)

Work Schedule:

• 8:00 AM – 4:30 PM or
• 8:30 AM – 5:00 PM
• Work Model: Contractors will work 5 days onsite and 5 days remote. During training, candidates may be required to work fully onsite.

Role Overview

The Help Desk Analyst will work in a call center environment, providing first-level technical support to users. The role focuses on assisting users with login issues, password resets, application access, and general troubleshooting, with escalation to Tier 2 when required.

Key Responsibilities

• Receive and respond to help desk calls and emails from users experiencing application or system issues
• Troubleshoot business application support problems using knowledge of software, hardware, and application services
• Assist users with problem-solving steps and provide clear guidance
• Log incidents accurately in the tracking system (ServiceNow)
• Escalate issues according to defined procedures
• Research issues using technical databases and collaborate with team members to resolve problems
• Use reference materials and diagnostic tools effectively
• Provide timely and accurate status updates
• Assist with coordination of system changes, upgrades, and new product rollouts
• Ensure compliance with quality standards and documentation requirements
• Manage and report time spent on work activities
• Work effectively in a team environment
• Demonstrate strong written and verbal communication skills

#SKILL MATRIX:

• Promptly answer help desk phone
• Promptly respond to help desk emails
• Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource
• Perform agency computer repairs, as needed
• Install software/updates on agency computers as needed
• Assist senior technical staff as requested with lower-level job tasks such as acquiring data and running reports
• Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery
• Create ServiceNow incidents for all phone and email requests
• Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment