Help Desk Analyst

Keystone Human Services•Harrisburg, PA

10d•Hybrid

About The Position

Keystone Human Services is seeking a Help Desk Analyst to join our Information Technology team. In this role, you will provide friendly, consistent, and timely technical support to employees in a call center environment. You will help resolve technology issues, provide clear guidance, and support the organization’s goals through effective problem solving and customer service. The Help Desk Analyst serves as a primary point of support for incoming calls, emails, and walk-ins, assisting employees with computers, printers, networking hardware and software, office software, and enterprise applications. This position documents and tracks service calls, escalates issues when needed, and collaborates with end users, team members, agency personnel, and vendors to ensure timely and effective resolution. The Help Desk Analyst also supports Active Directory account updates, hardware requests, troubleshooting, repairs, and on-call support according to the rotation schedule.

Requirements

High school diploma or equivalent and two years of computer support experience required
Associate degree in Computer Science and six months of computer support experience required
Thorough knowledge of computer systems, IT components, Windows operating systems, Microsoft Office, email distribution lists, and internet browsers
Functional knowledge of internet security and data privacy principles
Exceptional written and verbal communication skills with the ability to read, interpret, and apply written information
Ability to prioritize, manage, and troubleshoot multiple projects using effective time-management and organizational skills
Ability to learn and apply advanced computer skills, including computer software and web-based systems
Valid driver’s license and reliable access to a privately maintained and insured vehicle
Ability to successfully complete the pre-employment process, including background checks, clearances, and verifications

Nice To Haves

A+ Certification or equivalent hardware skills preferred
Experience with Local Area Networks, Wide Area Networks, and Virtual Private Networks preferred

Responsibilities

Promote Keystone’s mission, values, and culture through all aspects of the role
Respond to incoming calls, emails, and walk-ins while providing friendly, consistent, and timely service to end users
Troubleshoot and resolve employee technology issues, escalating service calls to second-level support or management when needed
Provide basic technical support for computers, printers, networking hardware and software, office software, and enterprise applications
Track assigned service calls from start to finish to ensure issues and requests are resolved within established service level agreements
Document work accurately, thoroughly, and in a timely manner using tracking system software
Create and update Active Directory accounts, process name changes, and complete assigned hardware requests
Troubleshoot hardware concerns, complete repairs as assigned, and collaborate with the team on new hardware image creation
Maintain positive working relationships with end users, agency personnel, vendors, and internal team members
Maintain appropriate professional boundaries and follow Keystone policies, procedures, safety standards, and confidentiality requirements
Provide on-call support as required according to the rotation schedule
Perform other duties as assigned