Help Desk Analyst

Keystone Human Services•Harrisburg, PA

2d•Hybrid

About The Position

Keystone Human Services is seeking a full-time Help Desk Analyst to provide employees with friendly, consistent technical support and guidance in a call center environment. This position helps employees quickly resolve technology-related questions and issues by using established protocols, strong problem-solving skills, and clear communication to support organizational goals and daily operations.

Requirements

High school diploma or equivalent and two years of computer support experience OR an associate degree in Computer Science with six months of computer support experience
Strong knowledge of computer systems, Information Technology (IT) components, and software including Windows operating systems, Microsoft Office suite, email distribution lists, and internet browsers
Functional knowledge of internet security and data privacy principles
Exceptional oral and written communication skills, including the ability to read, interpret, and apply written information
Ability to prioritize, manage, and troubleshoot multiple projects using effective time-management and organizational skills

Nice To Haves

A+ Certification or equivalent hardware skills preferred
Experience with Local Area Networks (LAN), Wide Area Networks (WAN), and Virtual Private Networks (VPN) preferred

Responsibilities

Serve as a primary responder, second only to Associate Help Desk Analysts, for incoming calls, emails, and walk-ins while providing friendly, consistent, and timely service to end users
Work to resolve employee technology issues during the first interaction whenever possible
Collaborate effectively with end users and remain professional when supporting callers in stressful situations
Track assigned service calls from start to finish to ensure issues and requests are resolved within established Service Level Agreements (SLAs)
Provide basic technical support for computers, printers, networking hardware and software, office software, and enterprise applications within corporate technology guidelines
Document work accurately, thoroughly, and in a timely manner using tracking system software
Escalate calls and requests to the appropriate management level when thresholds are exceeded, including timely communication of issues and concerns to supervisors
Communicate service call status updates to end users and internal stakeholders
Create and delete Active Directory (AD) accounts as assigned
Process name changes as assigned
Complete new hardware requests, including receiving deliveries and collaborating with the team on purchases
Troubleshoot and repair hardware as tickets are assigned
Collaborate with the team on new hardware image creation as needed
Maintain positive working relationships with agency personnel and vendors
Provide on-call support as required according to the rotation schedule