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.