Service Desk Analyst

Technology Council of Central Pennsylvania; Lancaster (Lancaster County); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

3 weeks PTO to start

Fully vested 401(k) with a substantial

Holiday bonuses

Ongoing training budgets

Job summary

The Technology Council of Central Pennsylvania seeks an experienced Service Desk Analyst to join our IT support team on-site in Lancaster. The role handles a wide range of user requests and incidents related to core IT systems, delivering timely resolutions and excellent customer service.

The ideal candidate has 2–3 years of experience with Windows OS and Office 365, strong Active Directory skills, and a customer-focused mindset.

Qualifications

• 2–3 years of experience supporting Windows OS and Office 365.
• Solid Active Directory and user account management knowledge.
• Strong communication and customer-focused mindset.
• Experience in MSP or hybrid environments is a plus.
• Ability to prioritize in a fast-paced setting and take ownership.
• Willingness to participate in on-call rotation.

Responsibilities

• Manage and resolve end-user requests for hardware, software, and applications.
• Perform initial incident assessment, triage, and research.
• Collaborate with support teams for escalated issues.
• Document incidents from report to resolution in tracking systems.
• Provide professional customer interaction and build positive support experiences.
• Support Office 365 environment, Active Directory, and user management.
• Participate in an on-call rotation to support after-hours needs.
• Contribute to process improvements and knowledge base updates.

Skills

Windows OS

Office 365

Active Directory

Customer service

Troubleshooting

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 growth as 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