What are the responsibilities and job description for the Help Desk Analyst - HDA25-22056 position at NavitsPartners?
Job Title: Help Desk Analyst
Location: Harrisburg, PA (100% On-Site)
Duration: 2 Months (Possible Extension)
Schedule: Monday–Friday (On-site, with remote work on Fridays)
About the Role:
We are seeking a motivated Help Desk Analyst to join our IT support team in Harrisburg, PA. This is a Tier 1 support position with a primary focus on phone-based assistance for password resets and basic application support. The ideal candidate will be reliable, communicative, and able to deliver consistent, high-quality customer service. This role is 100% on-site, with remote work available on Fridays.
Key Responsibilities:
Provide technical assistance and support to end users via phone for hardware, software, and system-related issues
Handle password resets and basic application troubleshooting (Tier 1 support only)
Create and escalate tickets using Remedy to Tier 2 or external service providers as needed
Follow established procedures and quality standards
Maintain up-to-date knowledge using reference materials and diagnostic tools
Assist users with limited technical expertise in resolving their issues
Perform Active Directory password and account resets
Dispatch and track service requests to appropriate providers
Work collaboratively with team members and complete assigned tasks promptly
Requirements (Must Haves):
1 year of IT Help Desk or Call Center experience
Experience with ticketing/call tracking systems
Strong communication and interpersonal skills
Basic knowledge of Active Directory user and group administration
Familiarity with Windows 7 and Office 365 environments
Proven customer service orientation and troubleshooting ability
Ability to work independently and manage time effectively
Preferred Qualifications (Nice to Haves):
Background in customer service or call center environments
Interest or experience in team-oriented work settings
Basic IT training or certifications (can be provided if needed)
