Help Desk Analyst

RESOURCESOFT, INC.; Harrisburg (Dauphin County); On-site; USD 45,000 - 65,000; Full time

Job summary

Resourcesoft, Inc. seeks an experienced Tier 1 IT support specialist to handle phone‑based incidents, manage user credentials, and coordinate with service providers. You will troubleshoot issues across AD, RACF, and Windows environments, log and escalate tickets in Remedy, and maintain accurate support documentation.

Strong communication is essential in this role. The position emphasizes end‑user support, adherence to service level targets, and collaboration with cross‑functional teams to ensure

Qualifications

• 1 year or more of Tier 1 IT service desk experience.
• Proficiency in Active Directory administration and user management.
• Experience with Microsoft 365 troubleshooting and Windows environments.
• Experience with Remedy or similar incident tracking systems.
• Experience with RACF, LAN credentials, and remote diagnostics.
• Excellent verbal and written communication skills.

Responsibilities

• Provide phone-based Tier 1 support for application, hardware, software, password, and access-related incidents.
• Troubleshoot end-user technical issues through guided diagnostics and documented resolution procedures.
• Reset and restore user credentials across Active Directory, RACF, mainframe, and LAN environments.
• Create, maintain, and escalate Remedy tickets to advanced support teams or external service providers.
• Coordinate hardware repair activities, track service-provider work, and communicate resolution progress.
• Maintain support documentation, diagnostic references, ticket accuracy, and customer service standards.

Skills

Tier 1 support

Active Directory

MS 365 troubleshooting

Remote diagnostics

End-user support

Communication skills

Tools

Remedy

RACF

LAN credentials

Job description

Requirements

• 1 year or more of experience with Tier 1 IT service desk, help desk, or technical call center support.
• Proficiency in Active Directory administration, including user accounts, security groups, and password resets.
• Experience with Microsoft 365 troubleshooting, permissions, calendar sharing, delegation, and Windows environments.
• Experience with Remedy or comparable incident tracking and ticketing platforms for issue documentation and escalation.
• Experience with RACF, LAN credentials, hardware/software troubleshooting, remote diagnostics, and end-user support.
• Excellent verbal and written communication skills.

Responsibilities

• Provide phone-based Tier 1 support for application, hardware, software, password, and access-related incidents.
• Troubleshoot end-user technical issues through guided diagnostics and documented resolution procedures.
• Reset and restore user credentials across Active Directory, RACF, mainframe, and LAN environments.
• Create, maintain, and elevate Remedy tickets to advanced support teams or external service providers.
• Coordinate hardware repair activities, track service-provider work, and communicate resolution progress.
• Maintain support documentation, diagnostic references, ticket accuracy, and customer service standards.

Founded in 1999, Resourcesoft, Inc. is a leading Technology Consulting and Professional Services organization. Headquartered in Marlborough, MA, the company serves the technology needs of its clients nationwide. Resourcesoft has often been recognized by prominent rating agencies for its exemplary growth and stability. With over two decades of industry experience, the Company has evolved as a front runner in enabling project optimization. We partner with leading organizations to provide technology solutions within the financial, insurance, education, government, publishing, healthcare and pharmaceutical domains. We take pride in mentoring a workforce that is well positioned to respond to the emerging IT trends and needs. With the employees at the crux of every business endeavor, our success is driven by our expertise in pairing the right talent with the best jobs in the technology sector. We forge long term, personalized relationships with our employees to advance their career to the next level. We engage them in technology centric client projects that provide opportunities for them to evolve, innovate and deliver world class products and services. Our career opportunities offer challenging assignments and exposure to emerging and cutting edge technologies. We are committed to providing our employees with the tools necessary to accelerate their career progression, while maintaining a healthy, work-life balance. We are deeply committed to providing a workplace ambience that is both challenging and fulfilling.
Resourcesoft is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
For more information about Resourcesoft and our services, please visit our website.