Hybrid Help Desk Analyst - Remote After Training

Sarum LLC; Harrisburg (Dauphin County); Hybrid; USD 25,000 - 36,000; Full time

Job summary

Sarum LLC in Harrisburg, PA is seeking a Help Desk Analyst for a 6+ month contract. The role involves call center support, handling user logins, resets, and application assistance. On-site with training, transitioning to a telework mix, and a schedule of 8:00–4:30 or 8:30–5:00 depending on preference.

Responsibilities include triaging issues, escalating to tier two, and maintaining documentation. Strong communication and teamwork are required to succeed in this role.

Qualifications

• Promptly answer help desk phone (3+ years).
• Promptly respond to help desk emails (3+ years).
• Escalate issues to senior staff via ServiceNow.
• Perform agency computer repairs as needed.
• Install software/updates on agency computers as needed.
• Assist senior staff with data gathering and reporting.
• Run daily reports and deliver or mail them.
• Create ServiceNow incidents for all requests.

Responsibilities

• Receives calls and emails from users having problems with business applications.
• Determines whether problems are hardware or application related and logs in tracking system.
• Escalates issues per defined procedures.
• Guides users through problem-solving steps.
• Researches problems using technical databases and colleagues.
• Uses references to resolve technical problems.
• Coordinates changes, upgrades and new products to ensure compatibility.
• Provides timely, accurate answers to general questions about the environment.

Skills

Answer help desk phone

Respond to help desk emails

Escalate issues to senior staff

Perform agency computer repairs

Install software/updates on agency PCs

Assist with data and reports

Run daily reports

Create ServiceNow incidents

Tools

ServiceNow

Job description

Sarum LLC in Harrisburg, PA is seeking a Help Desk Analyst for a 6+ month contract. The role involves call center support, handling user logins, resets, and application assistance. On-site with training, transitioning to a telework mix, and a schedule of 8:00–4:30 or 8:30–5:00 depending on preference.

Responsibilities include triaging issues, escalating to tier two, and maintaining documentation. Strong communication and teamwork are required to succeed in this role.