Help Desk Analyst

Title : Help Desk Analyst


Submittal Due : 05/28/2025:


Location: Downtown Harrisburg, PA (Local candidates preferred)

Interview Process:

• Initial virtual interview via Microsoft Teams (video required)
• Mandatory in-person interview for selected candidates

Contract Duration: Through 12/31/2025, with likely extensions in 6-month increments based on performance and fit

Parking: Free parking available within walking distance for the selected candidate.

Job Summary:
The Help Desk Analyst provides front-line technical support to end users by analyzing, troubleshooting, and resolving issues related to computer software, hardware, and systems. This role supports Windows-based environments and assists users in resolving both simple and complex technical issues. The analyst will also participate in field-based infrastructure projects, including operating system upgrades, asset renewals, and application rollouts (up to 25% field/project activities).

Education & Certifications:

• Bachelor's degree in Computer Information Systems or equivalent technical study
• Microsoft certifications preferred

Required Skills and Experience:

• Strong verbal and written communication skills
• Customer service mindset and ability to work independently or within a team
• Proficiency with Microsoft 365 and Windows OS (Windows 10 & 11)
• Experience supporting Microsoft Edge, Chrome, and Firefox browsers
• Working knowledge of:
  • Microsoft SharePoint Online
  • Microsoft Dynamics 365 Customer Service
  • Active Directory
  • PowerShell
  • Windows Hello for Business
  • Windows Server
  • Microsoft Configuration Manager (SCCM)
  • Networking (wired/wireless), network printers, and network security concepts
  • Microsoft Access & PowerPoint 365
  • Personal computing devices (desktops, laptops, mobile devices)

Key Responsibilities:

• Respond to calls and emails from users regarding technical issues
• Identify problems and determine if issues are hardware, software, or user-related
• Troubleshoot and resolve issues or escalate per defined procedures
• Guide users through step-by-step solutions
• Utilize technical documentation and databases to research problems
• Test and troubleshoot software, hardware, and system issues
• Repair or replace hardware components when needed
• Support and maintain operating systems, applications, and shared software tools
• Participate in upgrade and rollout coordination
• Provide timely and accurate updates and documentation
• Manage and report time spent on work tasks
• Adhere to quality standards and complete assigned tasks
• Maintain a strong communication flow with team members and stakeholders

Remarks :


***An initial virtual interview via Teams with video-enabled will be conducted, followed up by a mandatory in-person interview for the position.***


***Local candidates are preferred. This position is located in downtown Harrisburg. Free parking within walking distance will be available for the selected candidate.***


***Compliant PATCH background check will be required for the candidate selected to fill this position.***


***This position's PO will run through 12/31/25 and likely extend if it's a good fit each time at a 6-month increment.***


***Do not resubmit candidates from previously released Help Desk req # 733017.***