Help Desk Analyst HDA2 A4 SC3

Alrek Business Solutions Inc; Harrisburg (Dauphin County); Hybrid; USD 45,000 - 55,000; Full time

Job summary

A leading IT solutions provider is looking for a Help Desk Analyst in Harrisburg, PA. The candidate will assist users with application issues, log incidents via ServiceNow, and ensure timely communication of updates. A minimum of 3 years experience in help desk support, along with strong communication skills, is required. This role offers a contract position with the option for hybrid work arrangements, ensuring flexibility in your schedule.

Qualifications

• 3 years experience in help desk support.
• Strong written and spoken communication skills.
• Experience in escalating technical issues.

Responsibilities

• Assist users with application support and troubleshooting.
• Log issues and escalate when necessary.
• Provide timely status updates.

Skills

Help Desk Support

Communication Skills

Problem Solving

ServiceNow

Job description

Contractors will work 5 days in the office and 5 days out of the office. They can choose between 8:00 am – 4:30 pm or 8:30 am – 5:00 pm shifts. They may come into the office during training; once they are up to speed, they will be teleworked.

The Help Desk Analyst performs call center work, taking calls and assisting users with logins, resets, and application support, escalating tickets to tier two as necessary. No wiring or remote access is required.

Role Description

• Receives telephone calls and e‑mails from users having problems using business application or inquiring how to use specific aspects of the applications.
• Ascertains the nature of problem, determines whether problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue, and logs it in the tracking system.
• Escalates issues in accordance with defined procedures.
• Assists users through problem‑solving steps.
• Uses technical databases to research problems, and talks with co‑workers to find solutions.
• Uses reference publications and diagnostic aids to resolve technical problems.
• Assists in coordination of changes, upgrades and new products, ensuring systems will operate correctly in the current and future environment.
• Provides accurate and complete answers to general use and administrative environment questions in a timely manner.
• Communicates accurate and useful status updates.
• Manages and reports time spent on all work activities.
• Follows quality standards.
• Able to work in a team environment.
• Completes assigned tasks.
• Strong communication skills; both written and spoken.

Required / Desired Skills

• Promptly answer help desk phone calls – required 3 years experience.
• Promptly respond to help desk emails – required 3 years experience.
• Escalate issues to senior staff by assigning ServiceNow incidents – required 3 years experience.
• Perform agency computer repairs as needed – required 3 years experience.
• Install software/updates on agency computers – required 3 years experience.
• Assist senior technical staff with lower‑level tasks such as acquiring data and running reports – required 3 years experience.
• Run daily reports and hand‑deliver the reports or insert into inter‑company mail envelopes for pick‑up and delivery – required 1 year experience.
• Create ServiceNow incidents for all phone and email requests – required 1 year experience.
• Provide assistance with cable clean‑up, installations, data center cleaning, moving or racking of equipment – required 1 year experience.

Seniority Level

• Associate

Employment Type

• Contract

Job Function

• Information Technology

Industries

• Computer and Network Security
• Computer Games
• Computer Hardware Manufacturing

Location: Harrisburg, PA