Tier 1 IT Help Desk - Onsite Customer Support Analyst

Prorec Resource Solutions, LLC; Harrisburg (Dauphin County); On-site; USD 45,000 - 60,000; Full time

Job summary

A technical support company is seeking a Tier 1 Help Desk Analyst to provide phone-based technical support and customer service for end users. The role requires strong communication, reliability, and basic IT skills. Candidates with at least 1 year of IT service desk experience and proficiency in Microsoft products are encouraged to apply. The position involves essential duties like troubleshooting and supporting users, alongside a mid-senior employment level.

Qualifications

• 1+ years of IT Service Desk and/or Call Center experience.
• Experience with call tracking and ticketing software.
• Basic User & Security Group Active Directory administration.
• Proficiency in Microsoft Windows 7 and Office 365, including troubleshooting permissions.
• Above-average communication skills, both written and verbal.
• Self-motivated with a focus on delivering excellent customer service.

Responsibilities

• Provide technical assistance and support to end users via phone.
• Investigate and resolve computer software and hardware issues.
• Create and elevate Remedy trouble tickets as needed.
• Reset or restore mainframe, LAN, and User IDs/passwords.
• Diagnose and coordinate repairs by service providers.
• Research and update reference materials to resolve issues.
• Support users with limited computer knowledge.
• Work in a team environment, completing assigned tasks.

Skills

IT Service Desk experience

Call Center experience

Active Directory administration

Microsoft Windows 7 proficiency

Microsoft Office 365 proficiency

Communication skills

Tools

Remedy trouble ticketing software

Job description

A technical support company is seeking a Tier 1 Help Desk Analyst to provide phone-based technical support and customer service for end users. The role requires strong communication, reliability, and basic IT skills. Candidates with at least 1 year of IT service desk experience and proficiency in Microsoft products are encouraged to apply. The position involves essential duties like troubleshooting and supporting users, alongside a mid-senior employment level.