Help Desk Analyst - HDA25-32679

Job Title : Help Desk Analyst

Location : Harrisburg, PA 17104 (Onsite)

Contract Duration : 7 Months

Job Summary

"Navitas Partners, LLC" is seeking a Help Desk Analyst (Tier 1) to provide frontline technical support and exceptional customer service to end users. This is an onsite, phone-based role focused on password resets, user account management, and basic application support. Reliability, professionalism, and clear communication are essential for success in this position.

Responsibilities

Provide technical assistance and support for hardware, software, and systems via phone.

Investigate and resolve basic computer software and hardware issues.

Assist users by walking them through troubleshooting steps and diagnostic procedures.

Create and escalate service tickets using Remedy or similar ticketing systems.

Reset and restore mainframe, LAN, and user IDs / passwords using RACF or Active Directory .

Coordinate and track service requests with Tier 2 support teams or external service providers.

Maintain and update technical reference materials and knowledge base documentation.

Deliver outstanding customer service in a fast-paced team environment.

Ensure timely completion of assigned tasks while adhering to quality standards.

Required Skills & Qualifications

1+ year of IT Service Desk or Call Center experience.

Experience with call tracking and ticketing systems (e.g., Remedy, ServiceNow).

Strong verbal and written communication skills with a professional telephone manner.

Basic knowledge of Active Directory for user and security group administration.

Proficiency in Windows 7 and Office 365 environments.

Experience supporting and troubleshooting Office 365 (permissions, calendar sharing, delegation).

Excellent organizational skills and attention to detail.

Ability to assist users with limited technical knowledge in a patient and effective manner.

Self-motivated and customer-focused, with a commitment to service excellence.

Additional Information

This position is 100% onsite in Harrisburg, PA.

Saturday work (8 : 00 AM – 12 : 00 PM) is required once per quarter; advance notice of at least two weeks will be provided.

About Navitas Partners, LLC certified WBENC and one of the fastest-growing Technical / IT staffing firms in the US providing services to numerous clients. We offer the most competitive pay for every position. We understand this is a partnership. You will not be blindsided and your salary will be discussed upfront.