Help Desk Analyst - Hybrid IT Support & On-Call Tech

Keystone Human Services; Harrisburg (Dauphin County); Hybrid; USD 29,000 - 34,000; Full time

Benefits offered by this job

Hybrid work schedule

Office in Harrisburg

Job summary

Keystone Human Services in Harrisburg, PA, is seeking a Help Desk Analyst to join our Information Technology team. You will provide friendly, timely technical support to employees in a call-center environment, helping resolve issues and guide users through solutions.

Responsibilities include handling calls, emails and walk-ins, troubleshooting hardware and software, tracking service requests, and updating Active Directory accounts.

Qualifications

• High school diploma or equivalent and two years of computer support experience required or
• Associate degree in Computer Science and six months of computer support experience required
• A+ Certification or equivalent hardware skills preferred

Responsibilities

• Promote Keystone’s mission, values, and culture through all aspects of the role
• Respond to incoming calls, emails, and walk-ins while providing friendly, consistent, and timely service to end users
• Troubleshoot and resolve employee technology issues, escalating service calls to second-level support or management when needed
• Provide basic technical support for computers, printers, networking hardware and software, office software, and enterprise applications
• Track assigned service calls from start to finish to ensure issues and requests are resolved within established service level agreements
• Document work accurately, thoroughly, and in a timely manner using tracking system software
• Create and update Active Directory accounts, process name changes, and complete assigned hardware requests
• Troubleshoot hardware concerns, complete repairs as assigned, and collaborate with the team on new hardware image creation
• Maintain positive working relationships with end users, agency personnel, vendors, and internal team members
• Maintain appropriate professional boundaries and follow Keystone policies, procedures, safety standards, and confidentiality requirements
• Provide on-call support as required according to the rotation schedule
• Perform other duties as assigned

Job description

Keystone Human Services in Harrisburg, PA, is seeking a Help Desk Analyst to join our Information Technology team. You will provide friendly, timely technical support to employees in a call-center environment, helping resolve issues and guide users through solutions.

Responsibilities include handling calls, emails and walk-ins, troubleshooting hardware and software, tracking service requests, and updating Active Directory accounts.