Help Desk Analyst

Position Overview

Willan Technologies is seeking an experienced Help Desk Analyst to support the Pennsylvania Department of State in Harrisburg, PA. This position provides frontline technical and business application support to users by phone and email. The Help Desk Analyst will troubleshoot user issues, document requests in ServiceNow, resolve appropriate Tier 1 issues, and escalate incidents to senior technical resources when necessary. Candidates should have strong customer service and communication skills combined with hands-on experience in help desk operations, incident management, computer support, software installation, and technical troubleshooting.

Key Responsibilities

• Promptly answer help desk calls and respond to support emails.
• Identify, troubleshoot, and resolve user technical and application issues.
• Create ServiceNow incidents for phone and email support requests.
• Document incidents accurately and assign/escalate issues to the appropriate senior technical resource.
• Guide users through troubleshooting and problem-resolution steps.
• Perform agency computer repairs as needed.
• Install software and updates on agency computers.
• Research technical issues using available documentation, knowledge resources, and diagnostic tools.
• Assist senior technical staff with lower-level technical tasks, including acquiring data and running reports.
• Run daily reports and prepare them for internal distribution.
• Assist with cable cleanup, installations, data center cleaning, and moving or racking equipment as required.
• Provide accurate and timely status updates.
• Follow established procedures and quality standards while working effectively within a team environment.

Required Qualifications

• 3+ years answering help desk/support calls.
• 3+ years responding to help desk emails.
• 3+ years escalating incidents to appropriate technical resources, including ServiceNow incident assignment.
• 3+ years performing computer repair/support activities.
• 3+ years installing software and computer updates.
• 3+ years assisting senior technical staff with tasks such as data acquisition and report generation.
• 1+ year creating ServiceNow incidents for phone and email requests.
• 1+ year running and distributing daily reports.
• 1+ year assisting with cable cleanup, installations, data center cleaning, and moving/racking equipment.
• Strong written and verbal communication skills.
• Strong troubleshooting, customer service, documentation, and teamwork skills.

Work Arrangement

This is a hybrid position based in Harrisburg, PA, operating on a 5-day onsite / 5-day remote rotation. Candidates should be prepared to work onsite during the initial training period. Once fully trained and up to speed, the selected candidate will enter the telework rotation. Candidates located in Harrisburg or within reasonable commuting distance are strongly preferred.

Schedule

• Full-Time, 40 hours/week
• Available shifts: 8:00 AM‑4:30 PM or 8:30 AM‑5:00 PM

Why Join Willan Technologies?

This opportunity provides the chance to support a major Pennsylvania state government agency while gaining valuable experience in enterprise help desk operations, ServiceNow incident management, end-user support, and public-sector IT. Interested candidates are encouraged to apply promptly.