Help Desk Analyst

Oorwin AI; Middle Paxton Township (PA); Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Hybrid work model

Long-term contract

Job summary

Oorwin AI is seeking a Help Desk Analyst for a government-domain client in Dauphin County, PA. Hybrid schedule: 5 days in office / 5 days remote, with shifts 8:00 AM–4:30 PM or 8:30 AM–5:00 PM.

The role focuses on logins, password resets, application and computer support, ticketing in ServiceNow, and escalation to Tier 2 as needed. Strong communication and teamwork are essential.

Qualifications

• 3+ years of help desk calls and emails experience.
• 3+ years escalating issues and assigning ServiceNow incidents.
• 3+ years providing computer support and basic repairs.
• 3+ years installing software and updates on agency computers.
• 3+ years assisting senior technical staff with data collection and reporting.
• 1+ year creating ServiceNow incidents for calls and emails.
• 1+ year preparing and distributing daily reports.
• 1+ year assisting with cable cleanup, data center cleaning and equipment movement.

Responsibilities

• Promptly answer help desk phone calls and respond to emails from users.
• Assist users with access, logins, password resets, troubleshooting, and general support.
• Document requests in the ServiceNow tracking system.
• Create ServiceNow incidents and escalate to Tier 2 or senior staff.
• Research problems using databases, reference materials and diagnostic tools.
• Provide accurate solutions, status updates, and guidance in a timely manner.
• Perform basic agency computer repairs and software installations as needed.
• Assist senior staff with data collection and reporting.
• Run daily reports and distribute them as required.
• Assist with cable cleanup, data center cleaning, and equipment movement/racking.
• Maintain records of work activities and comply with quality standards.

Skills

Help desk experience

Communication skills

Troubleshooting

Teamwork

Tools

ServiceNow

Job description

One of our clients in the government domain is seeking a Help Desk Analyst.

Help Desk Analyst
Hybrid – 5 days in office / 5 days out of office
8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM
Dauphin County
Long Term Contract

Responsibilities:

• Promptly answer help desk phone calls and respond to help desk emails from users experiencing application or computer-related issues.
• Assist users with application access, logins, password resets, troubleshooting, and general computer/application support.
• Identify whether issues are related to applications or computer hardware and accurately document requests in the ServiceNow tracking system.
• Create ServiceNow incidents for phone and email requests and escalating issues to the appropriate Tier 2 or senior technical resource.
• Research technical problems using databases, reference materials, diagnostic tools, and assistance from technical staff.
• Provide accurate solutions, status updates, and guidance to users in a timely and professional manner.
• Perform basic agency computer repairs and install software or updates as needed.
• Assist senior technical staff with lower-level technical tasks, including acquiring data and running reports.
• Run daily reports and distribute them as required.
• Assist with cable cleanup, installations, data center cleaning, and moving or racking equipment when needed.
• Maintain accurate records of work activities, follow quality standards, and complete assigned tasks.

Required Skills/Qualifications:

• 3+ years of experience answering help desk calls and responding to help desk emails.
• 3+ years of experience escalating technical issues and assigning ServiceNow incidents to appropriate technical resources.
• 3+ years of experience providing computer support and performing basic repairs.
• 3+ years of experience installing software and updates on agency computers.
• 3+ years of experience assisting senior technical staff with data collection and reporting.
• 1+ year of experience creating ServiceNow incidents for phone and email requests.
• 1+ year of experience preparing and distributing daily reports.
• 1+ year of experience assisting with cable cleanup, installations, data center cleaning, and equipment movement/racking.
• Strong written and verbal communication skills.
• Ability to troubleshoot problems, work effectively in a team environment, and complete assigned tasks.

Important Note:

This is primarily a call-center/help-desk support role. The position focuses on assisting users with logins, password resets, applications, troubleshooting, and ticket escalation. Candidates should not expect regular remote-access work or extensive hardware wiring/unwiring responsibilities