Help Desk Analyst

Job Details

Full-time, non-exempt
Hybrid schedule: Wednesdays and Thursdays in the Harrisburg office; Remaining three days remote, with additional in-office days as needed
Schedule: 8:30 a.m.–5:00 p.m., with rotating on-call coverage every 4–5 weeks
Pay: $21 per hour, with potential increase based on experience

Responsibilities

• Serve as a primary responder, second only to Associate Help Desk Analysts, for incoming calls, emails, and walk-ins while providing friendly, consistent, and timely service to end users
• Work to resolve employee technology issues during the first interaction whenever possible
• Collaborate effectively with end users and remain professional when supporting callers in stressful situations
• Track assigned service calls from start to finish to ensure issues and requests are resolved within established Service Level Agreements (SLAs)
• Provide basic technical support for computers, printers, networking hardware and software, office software, and enterprise applications within corporate technology guidelines
• Document work accurately, thoroughly, and in a timely manner using tracking system software
• Escalate calls and requests to the appropriate management level when thresholds are exceeded, including timely communication of issues and concerns to supervisors
• Communicate service call status updates to end users and internal stakeholders
• Create and delete Active Directory (AD) accounts as assigned
• Process name changes as assigned
• Complete new hardware requests, including receiving deliveries and collaborating with the team on purchases
• Troubleshoot and repair hardware as tickets are assigned
• Collaborate with the team on new hardware image creation as needed
• Maintain positive working relationships with agency personnel and vendors
• Provide on-call support as required according to the rotation schedule

Qualifications

• A high school diploma or equivalent and two years of computer support experience, or an associate degree in Computer Science with six months of computer support experience
• A+ Certification or equivalent hardware skills preferred
• Strong knowledge of computer systems, Information Technology (IT) components, and software including Windows operating systems, Microsoft Office suite, email distribution lists, and internet browsers
• Functional knowledge of internet security and data privacy principles
• Experience with Local Area Networks (LAN), Wide Area Networks (WAN), and Virtual Private Networks (VPN) preferred
• Exceptional oral and written communication skills, including the ability to read, interpret, and apply written information
• Ability to prioritize, manage, and troubleshoot multiple projects using effective time-management and organizational skills

Benefits

• Comprehensive benefits package that includes medical, dental, and vision coverage; paid time off; holidays; retirement savings options, including a 401(k) match; Employee Assistance Program (EAP); tuition reimbursement; professional development opportunities; and employee discount programs