Hybrid Help Desk Analyst — IT Support & On-Call

Keystone Human Services; Harrisburg (Dauphin County); Hybrid; USD 24,000 - 34,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid time off (PTO)

Tuition reimbursement

Wellness programs

Job summary

Keystone Human Services is seeking a Help Desk Analyst to join the Information Technology team in Harrisburg. You will provide friendly, timely technical support to employees in a call center environment.

The role covers support for computers, printers, networking hardware/software, and enterprise applications, with documentation and escalation as needed. Hybrid schedule with two days per week in the Harrisburg office.

Qualifications

• High school diploma or equivalent and two years of computer support experience required.
• 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 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

Skills

Windows OS

Active Directory

Troubleshooting

Customer service

Phone and email support

Networking basics

Documentation and ticketing

On-call support

Education

High school diploma or equivalent and 2 years of computer support experience

Associate degree in Computer Science + 6 months of computer support experience

A+ Certification or equivalent hardware skills preferred

Tools

Active Directory

Microsoft Office

Tracking system software

Job description

Keystone Human Services is seeking a Help Desk Analyst to join the Information Technology team in Harrisburg. You will provide friendly, timely technical support to employees in a call center environment.

The role covers support for computers, printers, networking hardware/software, and enterprise applications, with documentation and escalation as needed. Hybrid schedule with two days per week in the Harrisburg office.