Job Description
Position: Help Desk Analyst (Ref: 18630)
Location: Harrisburg, PA USA, 17104
Salary: $21.11/hr.
Duration: 10 Months 5 Days - Contract
Openings: 2
Deadline: 08/27/2026
Description:
In-person interviews
100% onsite (Telework on Fridays)
Local Candidates
We are seeking a customer-focused Tier 1 Help Desk Specialist to provide frontline technical support. This position is 100% phone-based, focusing on handling incoming user inquiries, call logging, password resets, basic Active Directory administration, and standard application troubleshooting.
Key Responsibilities
Answer inbound technical support calls continuously throughout shift with professional telephone etiquette.
Log, track, and manage all support requests using ticketing and call-tracking software.
Perform basic Active Directory tasks, including user management, password resets, and security group administration.
Support end-users with varying technical abilities on standard hardware, software, and network access issues.
Troubleshoot Microsoft Office 365 issues, including user permissions, calendar sharing, and email delegation within a networked environment.
Follow standard operating procedures and technical documentation to resolve issues on the initial call.
Required Qualifications
1+ years of prior experience in an IT Service Desk or technical Call Center environment.
Hands-on experience with IT ticketing and incident management systems.
Practical knowledge of Active Directory (account creation, resets, and group assignments).
Strong working knowledge of Windows operating systems and the Microsoft Office 365 suite.
Proven ability to troubleshoot email, calendar delegation, and basic network permission issues.
Exceptional verbal communication, listening, and telephone customer service skills.
Strong organizational skills and attention to detail.
Required / Desired Skills
IT Service Desk and/or Call Center experience Required - 1 Years
Experience with call tracking and ticketing software Required - 1 Years
Attentive to details and ability to be resourceful (using supplied documentation) Required - 1 Years
Ability to support users with limited knowledge of computers, software, hardware and systems Required - 1 Years
Above average communication skills and telephone manner. Required - 1 Years
Basic User & Security Group Active Directory administration Required - 1 Years
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 Required - 1 Years
Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) Required - 1 Years
Excellent organizational skills Required - 1 Years
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service Required - 1 Years