Help Desk Analyst — Phone-Driven IT Support & Service

ATC; Harrisburg (Dauphin County); On-site; USD 42,000 - 54,000; Full time

Job summary

ATC is seeking a Help Desk Analyst to handle 100% phone-based support, including password resets and application support. The role emphasizes reliability, clear communication, and teamwork to ensure department success.

Candidates should bring customer service experience and basic IT know-how; training will be provided for IT tasks. Responsibilities include assisting end users, diagnosing issues, creating Remedy tickets, and coordinating with service providers as needed.

Qualifications

• Experience in customer service and ability to explain technical info to non-technical users.
• Strong communication and written skills are required.
• Able to work in a team environment and maintain reliability.

Responsibilities

• Provide technical assistance and support to end users for hardware, software, and systems via phone.
• Investigate and resolve computer problems and coordinate with Tier 2 when needed.
• Create and escalate Remedy trouble tickets to Tier 2 or 3rd party providers.
• Follow quality standards and maintain strong customer service.
• Reset passwords and user IDs and coordinate hardware/software issue resolution.

Skills

Customer service

Communication skills

Team player

Problem solving

Documentation

Tools

Remedy

Office 365

Job description

ATC is seeking a Help Desk Analyst to handle 100% phone-based support, including password resets and application support. The role emphasizes reliability, clear communication, and teamwork to ensure department success.

Candidates should bring customer service experience and basic IT know-how; training will be provided for IT tasks. Responsibilities include assisting end users, diagnosing issues, creating Remedy tickets, and coordinating with service providers as needed.