Hybrid Help Desk Analyst: First-Line IT Support

S R International Inc; Harrisburg (Dauphin County); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Commonwealth of PA seeks a Help Desk Analyst to provide first‑line support via phone and email, troubleshooting business apps, logins, and password resets. You will document interactions, escalate complex issues, and assist with data center tasks as needed.

Responsibilities include running daily reports, creating ServiceNow incidents, and supporting hardware installations. This role follows a hybrid schedule after training and requires local Harrisburg, PA presence.

Qualifications

• Experience providing first-line help via phone and email.
• Ability to troubleshoot business apps, logins and password resets.
• Document interactions in a tracking system with accuracy.
• Escalate complex issues per procedures and advise users.
• Comfortable working with technical databases and collab with colleagues.

Responsibilities

• Serve as first-level support in a call center environment.
• Troubleshoot and resolve user issues with applications and accounts.
• Document all interactions and solutions in the tracking system.
• Escalate unresolved issues to senior staff or tier-two tech resources.
• Create and manage ServiceNow incidents for all requests.
• Generate and distribute daily reports and assist with data tasks.
• Support hardware/software installs and basic equipment maintenance.
• Work in a hybrid in-office/remote schedule near Harrisburg, PA.

Skills

Customer support

Phone support

Email support

Troubleshooting

Clear communication

Team collaboration

Tools

ServiceNow

Job description

Commonwealth of PA seeks a Help Desk Analyst to provide first‑line support via phone and email, troubleshooting business apps, logins, and password resets. You will document interactions, escalate complex issues, and assist with data center tasks as needed.

Responsibilities include running daily reports, creating ServiceNow incidents, and supporting hardware installations. This role follows a hybrid schedule after training and requires local Harrisburg, PA presence.