Service Desk Analyst

Technology Council of Central Pennsylvania; Lancaster (Lancaster County); Hybrid; USD 42,000 - 70,000; Full time

Benefits offered by this job

3 weeks PTO to start

401(k) with substantial match

Holiday bonuses

Ongoing training budgets

Career growth opportunities

Job summary

Technology Council of Central Pennsylvania is seeking an experienced Service Desk Analyst to join a growing IT support team in Lancaster. You will handle a broad range of user requests and incidents, ensuring timely resolutions and excellent customer service.

The role emphasizes strong troubleshooting, proactive problem-solving, and professional user interactions. The position offers 100% on-site work in Lancaster, with opportunities for career growth as the organization expands and many

Qualifications

• 2-3 years of experience supporting Windows OS and Office 365 applications.
• Solid understanding of Active Directory and user account management.
• Good communication skills with a customer-focused mindset.
• Experience working in MSP or hybrid environments is a plus.
• Familiarity with Microsoft Intune is advantageous, but not mandatory.
• Ability to thrive in a fast-paced environment, prioritise tasks, and take ownership.
• Mature, resourceful, and eager to develop leadership capabilities.
• 3 weeks PTO to start.
• Fully vested 401(k) with a substantial match.
• Additional perks including holiday bonuses and ongoing training budgets.
• Opportunities for career growth as the organization expands and takes on new projects

Responsibilities

• Managing and resolving end-user requests for hardware, software, and applications, including desktops, laptops, and mobile devices.
• Performing initial incident assessment, triage, and research.
• Collaborating with support teams for escalated issues.
• Documenting incidents from report to resolution in tracking systems.
• Providing professional customer interaction and building positive support experiences.
• Supporting Office 365 environment, Active Directory, and user management.
• Participating in an on-call rotation to support after-hours needs.
• Contributing to process improvements and knowledge base updates

Skills

Windows OS

Office 365

Active Directory

End-user support

Customer service

Intune

Tools

Intune

Job description

We are hiring an experienced Service Desk Analyst to join a growing IT support team, offering up to 70k plus bonus potential and excellent benefits.

This role is 100% on-site in Lancaster.

Our client has a history of internal promotions, with many past placements advancing within the organization.

In this role, you will handle a wide range of user requests and incidents related to core IT systems, ensuring timely resolutions and excellent customer service. The ideal candidate will possess strong technical troubleshooting skills, good communication, and a proactive approach to problem-solving.

Key responsibilities include:

• Managing and resolving end-user requests for hardware, software, and applications, including desktops, laptops, and mobile devices
• Performing initial incident assessment, triage, and research
• Collaborating with support teams for escalated issues
• Documenting incidents from report to resolution in tracking systems
• Providing professional customer interaction and building positive support experiences
• Supporting Office 365 environment, Active Directory, and user management
• Participating in an on-call rotation to support after-hours needs
• Contributing to process improvements and knowledge base updates

Qualifications:

• 2-3 years of experience supporting Windows OS and Office 365 applications
• Solid understanding of Active Directory and user account management
• Good communication skills with a customer-focused mindset
• Experience working in MSP or hybrid environments is a plus
• Familiarity with Microsoft InTune is advantageous, but not mandatory
• Ability to thrive in a fast-paced environment, prioritize tasks, and take ownership
• Mature, resourceful, and eager to develop leadership capabilities
• 3 weeks PTO to start
• Fully vested 401(k) with a substantial match
• Additional perks including holiday bonuses and ongoing training budgets
• Opportunities for career growthas the organization expands and takes on new projects (many technologists that we’ve placed here have received promotions and advancement opportunities)

Direct W2 only

EOE.

Additional Info

Job Type : Full-Time