Help Desk Analyst

Location: Dauphin County, PA – Hybrid. Duration: 10/13/2026‑06/30/2027.

About the role

The Help Desk Analyst provides call‑center support for business applications, handling telephone and e‑mail inquiries, troubleshooting login and application issues, escalating tickets to Tier 2, and assisting users with problem‑solving steps while maintaining accurate records and following quality standards.

Responsibilities

• Receive telephone calls and e‑mails from users experiencing problems with business applications or asking how to use specific features.
• Ascertain the nature of the problem, determine whether it is hardware‑related (modem, printer, cables, telephone) or an application issue, and log it in the tracking system.
• Escalate issues in accordance with defined procedures, assigning ServiceNow incidents to appropriate technical resources.
• Assist users through problem‑solving steps, using technical databases, reference publications, and diagnostic aids.
• Communicate with co‑workers to research problems and find solutions.
• Assist in coordination of changes, upgrades, and new products to ensure systems operate correctly in current and future environments.
• Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
• Communicate accurate and useful status updates.
• Manage and report time spent on all work activities.
• Follow quality standards and work effectively in a team environment.
• Complete assigned tasks and demonstrate strong written and spoken communication skills.

Requirements

• 3 years of experience promptly answering help‑desk phone calls.
• 3 years of experience promptly responding to help‑desk e‑mails.
• 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/updates on agency computers as needed.
• 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 hand‑delivering them or inserting into inter‑company mail envelopes for pick‑up and delivery.
• 1 year of experience creating ServiceNow incidents for all phone and e‑mail requests.
• 1 year of experience providing assistance with cable clean‑up, installations, data‑center cleaning, moving or racking of equipment.

Schedule

• Hybrid work arrangement: 5 days in the office and 5 days out of the office (alternating weeks).
• Shift options: 8:00 AM – 4:30 AM or 8:30 AM – 5:00 PM (employee choice).
• During initial training, analysts work on‑site; once up to speed they join the telework mix.