Help Desk

eBusiness Solutions Inc.; Harrisburg (Dauphin County); On-site; USD 42,000 - 54,000; Full time

Job summary

eBusiness Solutions Inc. is seeking a customer-focused Help Desk Analyst (Tier 1) in Harrisburg, PA to provide front-line technical support for internal users. This role is phone-focused, with no Tier 2 troubleshooting; reliability and superb customer service are essential.

The position is 100% onsite Monday-Thursday, with telework on Fridays and one optional Saturday quarterly. Training lasts 3-4 weeks, and interviews are virtual. Local candidates preferred in the Harrisburg area.

Qualifications

• Requires 1+ years of IT Service Desk or Help Desk experience.
• Experience assisting end users over the phone is essential.
• Experience using ticketing/incident management systems is required.

Responsibilities

• Provide first-level technical support via telephone.
• Handle user requests for hardware, software, apps, and systems.
• Troubleshoot and resolve basic technical issues per established procedures.

Skills

Customer service

Phone support

Communication

Problem solving

Teamwork

Education

High School Diploma or equivalent

Tools

Remedy Ticketing System

Active Directory

RACF

Windows OS

Office 365

Job description

One of our client in the government domain is seeking a customer-focused Help Desk Analyst (Tier 1) to provide front-line technical support for internal users. This is a high-volume call center/service desk environment where the primary responsibilities include password resets, account administration, and application support.

This role is entirely phone-based and focused on customer support. No Tier 2 troubleshooting or engineering work is performed. Reliability, communication skills, professionalism, and outstanding customer service abilities are critical for success.

Location:

Harrisburg, PA (Dauphin County)

Interview Type:

1-Hour Virtual Interview

Schedule:

100% Onsite Monday-Thursday, Telework Friday

Occasional Schedule:

One Saturday per quarter (8:00 AM - 12:00 PM) with advance notice

• Client strongly prefers candidates local to the Harrisburg, PA area.
• Do not submit candidates previously applied to requisitions:
  • 800962
  • 805699
  • 810297
• Candidates submitted more than six months ago may now be reconsidered.
• Hiring managers will directly email candidates to schedule interviews.
• Candidate email address should be included in the Summary of Qualifications section, not on the resume.
• Training lasts approximately 3-4 weeks, with typical start dates 2-3 weeks after acceptance.

Key Responsibilities

• Provide first-level technical support via telephone.
• Respond to user requests regarding hardware, software, applications, and systems.
• Troubleshoot and resolve basic technical issues following established procedures.
• Assist users with password resets and account access issues.
• Create, document, and create incidents through the ticketing system when necessary.
• Maintain detailed records of support activities and ticket updates.
• Escalate unresolved issues to Tier 2 support teams and third-party service providers.
• Support Active Directory user account administration.
• Reset and restore user IDs and passwords using Active Directory and RACF.
• Coordinate hardware repair requests and track service provider activities.
• Research knowledge base documentation and troubleshooting resources.
• Maintain adherence to established quality and customer service standards.
• Participate effectively within a team-oriented environment.
• Complete assigned operational support tasks within established service levels.

Required Qualifications

Experience

• Minimum 1+ years of IT Service Desk, Help Desk, or Call Center experience.
• Experience supporting end users over the phone.
• Experience working with ticketing and incident management systems.

Technical Skills

• Call Tracking and Ticketing Systems
• Active Directory User & Security Group Administration
• Microsoft Windows Operating Systems
• Microsoft Office 365
• Password Administration and Account Management
• Basic Networked Desktop Support
• User Access Management

Customer Service Skills

• Excellent customer service and telephone communication skills.
• Ability to assist users with limited technical knowledge.
• Strong attention to detail and problem-solving ability.
• Effective organizational and multitasking skills.
• Ability to follow documented procedures and troubleshooting guides.
• Self-motivated with a strong commitment to customer satisfaction.

Preferred Candidate Profile

• Comfortable handling a high volume of inbound support calls.
• Patient and professional when assisting non-technical users.
• Reliable and punctual with excellent attendance.
• Works well in a team-oriented service environment.
• Basic IT support knowledge with a willingness to learn.
• Microsoft Windows
• Microsoft Office 365
• Active Directory
• RACF
• Remedy Ticketing System
• Desktop & Application Support Tools

This position is an operational Tier 1 Help Desk role where team members spend the majority of the day supporting users by phone. Successful candidates will be service-oriented professionals who enjoy helping people, communicating clearly, and resolving user issues efficiently. PennDOT can train technical processes and tools; however, strong communication skills, professionalism, and customer service aptitude are essential for success in this role.