Tier 1 Help Desk Analyst - HDA 26-07581

Job Description

Job Description

Job Title: Tier 1 Help Desk Analyst

Location: Harrisburg, PA 17104 (Onsite)
Duration: 1 Year
Employment Type: Contract

The Tier 1 Help Desk Analyst provides first-level technical support to end users, primarily through phone-based interactions. This role is focused on high-volume call handling, including password resets, basic troubleshooting, and application support. Strong customer service skills, reliability, and communication are essential for success in this position.

• Provide technical assistance and support to end users via phone

• Troubleshoot hardware, software, and system-related issues

• Perform password resets and user account support using Active Directory and RACF

• Create, document, and escalate tickets to Tier 2 or third-party support teams as needed

• Guide users through diagnostic procedures and issue resolution steps

• Maintain accurate records in call tracking and ticketing systems

• Ensure adherence to quality standards and customer service expectations

• Collaborate effectively with team members and other departments

• Dispatch and track service providers for hardware or system repairs

• Research and update documentation, knowledge base articles, and troubleshooting guides

• Minimum 1+ year of IT Service Desk or Call Center experience

• Experience with call tracking and ticketing systems

• Strong customer service and communication skills (verbal and written)

• Ability to support non-technical users with varying levels of technical knowledge

• Strong attention to detail and problem-solving abilities

• Excellent organizational and multitasking skills

• Basic Active Directory administration (user accounts and security groups)

• Knowledge of Microsoft operating systems, especially Windows 7 and Office 365

• Experience troubleshooting Office 365 in a network environment (permissions, calendar sharing, delegation)

• Self-motivated with a strong focus on delivering excellent customer service

• Strong phone and interpersonal skills

• Team-oriented mindset

• Reliability and consistency in a high-volume support environment

• Ability to follow processes and documentation accurately

• This role is 100% phone-based support

• Focus is strictly Tier 1 responsibilities (no Tier 2 work involved)

• Training will be provided for technical aspects; strong people skills are essential

For more details reach at View email address on ziprecruiter.com .

About Navitas Partners, LLC: It is a certified WBENC and one of the fastest-growing healthcare staffing firms in the US providing Medical, Clinical and Non-Clinical services to numerous hospitals. We offer the most competitive pay for every position we cater. We understand this is a partnership. You will not be blindsided, and your salary will be discussed upfront.