NavitsPartners
Position Title:
Help Desk Analyst Location:
Harrisburg, PA Work Arrangement:
Hybrid (5 days onsite, 5 days remote - rotational)
Shifts Available: 8:00 AM - 4:30 PM 8:30 AM - 5:00 PM (Candidates may choose their preferred shift. Initial training will be onsite before starting the hybrid rotation.) Position Overview
We are seeking a skilled
Help Desk Analyst
to provide exceptional
application and user support
in a hybrid work environment. This is a
call center-based role
focused on resolving application issues, assisting with login and password resets, and escalating tickets to Tier 2 support when needed. The ideal candidate will have strong communication skills, technical troubleshooting expertise, and a dedication to delivering outstanding customer service.
This position does
not
involve hardware setup, network wiring, or remote access provisioning. Key Responsibilities Respond promptly and professionally to incoming help desk calls and emails. Log all requests in
ServiceNow , creating detailed incident records for tracking. Troubleshoot and resolve
application-related issues ; escalate complex problems according to defined procedures. Walk users through step-by-step issue resolution with clarity and patience. Research technical issues using reference materials, documentation, and collaboration tools. Coordinate changes, upgrades, and product implementations to ensure compatibility. Install software and updates on agency computers as needed. Perform basic computer repairs and assist with physical IT tasks (e.g., cable clean-up, equipment installation, data center maintenance). Generate and distribute daily reports both electronically and in person. Support senior technical staff by assisting with data acquisition, reporting, and administrative IT tasks. Track work time accurately and adhere to established quality standards. Maintain clear, professional communication and contribute to a collaborative team culture. Required Skills & Experience 3+ years
- Handling help desk calls/emails and providing user support. 3+ years
- Logging and escalating tickets via
ServiceNow . 3+ years
- Installing software/updates and performing basic computer repairs. 3+ years
- Supporting senior IT staff with delegated tasks. 1+ year
- Running and distributing daily operational reports. 1+ year
- Assisting with cable management, equipment installations, and data center upkeep.
Help Desk Analyst Location:
Harrisburg, PA Work Arrangement:
Hybrid (5 days onsite, 5 days remote - rotational)
Shifts Available: 8:00 AM - 4:30 PM 8:30 AM - 5:00 PM (Candidates may choose their preferred shift. Initial training will be onsite before starting the hybrid rotation.) Position Overview
We are seeking a skilled
Help Desk Analyst
to provide exceptional
application and user support
in a hybrid work environment. This is a
call center-based role
focused on resolving application issues, assisting with login and password resets, and escalating tickets to Tier 2 support when needed. The ideal candidate will have strong communication skills, technical troubleshooting expertise, and a dedication to delivering outstanding customer service.
This position does
not
involve hardware setup, network wiring, or remote access provisioning. Key Responsibilities Respond promptly and professionally to incoming help desk calls and emails. Log all requests in
ServiceNow , creating detailed incident records for tracking. Troubleshoot and resolve
application-related issues ; escalate complex problems according to defined procedures. Walk users through step-by-step issue resolution with clarity and patience. Research technical issues using reference materials, documentation, and collaboration tools. Coordinate changes, upgrades, and product implementations to ensure compatibility. Install software and updates on agency computers as needed. Perform basic computer repairs and assist with physical IT tasks (e.g., cable clean-up, equipment installation, data center maintenance). Generate and distribute daily reports both electronically and in person. Support senior technical staff by assisting with data acquisition, reporting, and administrative IT tasks. Track work time accurately and adhere to established quality standards. Maintain clear, professional communication and contribute to a collaborative team culture. Required Skills & Experience 3+ years
- Handling help desk calls/emails and providing user support. 3+ years
- Logging and escalating tickets via
ServiceNow . 3+ years
- Installing software/updates and performing basic computer repairs. 3+ years
- Supporting senior IT staff with delegated tasks. 1+ year
- Running and distributing daily operational reports. 1+ year
- Assisting with cable management, equipment installations, and data center upkeep.