Help Desk Analyst (Tier 1) - 26-04632

NavitasPartners•Harrisburg, PA

1d•Onsite

About The Position

Navitas Partners, LLC is seeking a dedicated Help Desk Analyst to provide Tier 1 technical support in a fast-paced, customer-focused environment. This role is heavily phone-based and requires strong communication skills, reliability, and a passion for delivering excellent customer service. The ideal candidate will have at least 1 year of IT Service Desk or call center experience along with a foundational understanding of IT systems. While technical skills are important, strong interpersonal and customer service abilities are essential for success in this role.

Requirements

1+ year of IT Service Desk and/or Call Center experience
Experience with ticketing or call tracking systems
Basic knowledge of Active Directory (user and group administration)
Strong understanding of Microsoft Windows and Office 365
Experience troubleshooting Office 365 (permissions, calendar sharing, delegation)
Excellent verbal and written communication skills
Strong organizational and problem-solving abilities
Ability to support users with varying levels of technical knowledge
Detail-oriented with the ability to follow documentation and processes

Nice To Haves

Associate degree in IT or equivalent technical training

Responsibilities

Provide first-level technical support for hardware, software, and system-related issues via phone
Troubleshoot and resolve user issues related to operating systems, applications, and access
Handle high-volume inbound calls, including password resets and application support
Create, document, and escalate tickets to Tier 2 or external support teams when necessary
Guide users through step-by-step troubleshooting procedures
Maintain accurate records of issues and resolutions in the ticketing system
Support Active Directory tasks including user account and password management
Collaborate with team members to ensure timely issue resolution
Follow established processes and maintain high customer service standards