ProRec Resource Solutions
Contract Duration:
10/27/2025 - 06/30/2026 Work Location:
Dauphin County, PA - Onsite Interview Type:
Virtual 1st Round/On-Site 2nd Round Residency Requirements:
PA residency preferred Visas Accepted:
USC, GC
Description: Our client is seeking two Help Desk Analysts to provide Tier 1 technical support for a statewide IT environment. These analysts will serve as the first line of response for resolving end-user issues related to hardware, software, and connectivity. The role requires strong troubleshooting abilities, clear communication, and the ability to manage multiple tasks under time-sensitive conditions. This position is critical to ensuring smooth IT operations and reliable end-user support. Selected candidates will work onsite in Dauphin County, PA, and must demonstrate professionalism and customer service in all interactions.
Responsibilities:
Serve as the first point of contact for users seeking IT support via phone, email, or ticketing system. Provide technical assistance for desktop hardware, software, mobile devices, and peripheral equipment. Troubleshoot and resolve issues related to operating systems, Microsoft Office, network connectivity, and enterprise applications. Accurately log, track, and document support incidents in the ticketing system. Escalate unresolved or complex issues to Tier 2/3 support while maintaining responsibility until resolution. Perform account management tasks such as password resets and access requests. Guide users through step-by-step instructions to resolve technical issues. Monitor ticket queues and ensure resolution within established SLAs. Contribute to the knowledge base by documenting common issues and solutions. Assist IT teams with scheduled maintenance or deployments when required. Required Skills & Experience:
1-3 years of IT Help Desk, Service Desk, or equivalent technical support experience. Strong knowledge of Windows operating systems and Microsoft Office Suite. Familiarity with desktop hardware troubleshooting and replacement. Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN). Experience with ticketing/help desk systems and remote desktop tools. Excellent verbal and written communication skills. Strong customer service focus with the ability to work with non-technical users. Ability to work onsite in Dauphin County, PA. Preferred Skills:
Experience supporting IT in government or large enterprise environments. Familiarity with Active Directory, Exchange, or other enterprise tools. Knowledge of ITIL service management best practices. Previous work in similar environments is a plus.
10/27/2025 - 06/30/2026 Work Location:
Dauphin County, PA - Onsite Interview Type:
Virtual 1st Round/On-Site 2nd Round Residency Requirements:
PA residency preferred Visas Accepted:
USC, GC
Description: Our client is seeking two Help Desk Analysts to provide Tier 1 technical support for a statewide IT environment. These analysts will serve as the first line of response for resolving end-user issues related to hardware, software, and connectivity. The role requires strong troubleshooting abilities, clear communication, and the ability to manage multiple tasks under time-sensitive conditions. This position is critical to ensuring smooth IT operations and reliable end-user support. Selected candidates will work onsite in Dauphin County, PA, and must demonstrate professionalism and customer service in all interactions.
Responsibilities:
Serve as the first point of contact for users seeking IT support via phone, email, or ticketing system. Provide technical assistance for desktop hardware, software, mobile devices, and peripheral equipment. Troubleshoot and resolve issues related to operating systems, Microsoft Office, network connectivity, and enterprise applications. Accurately log, track, and document support incidents in the ticketing system. Escalate unresolved or complex issues to Tier 2/3 support while maintaining responsibility until resolution. Perform account management tasks such as password resets and access requests. Guide users through step-by-step instructions to resolve technical issues. Monitor ticket queues and ensure resolution within established SLAs. Contribute to the knowledge base by documenting common issues and solutions. Assist IT teams with scheduled maintenance or deployments when required. Required Skills & Experience:
1-3 years of IT Help Desk, Service Desk, or equivalent technical support experience. Strong knowledge of Windows operating systems and Microsoft Office Suite. Familiarity with desktop hardware troubleshooting and replacement. Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN). Experience with ticketing/help desk systems and remote desktop tools. Excellent verbal and written communication skills. Strong customer service focus with the ability to work with non-technical users. Ability to work onsite in Dauphin County, PA. Preferred Skills:
Experience supporting IT in government or large enterprise environments. Familiarity with Active Directory, Exchange, or other enterprise tools. Knowledge of ITIL service management best practices. Previous work in similar environments is a plus.