Help Desk Analyst (Hybrid)

S R INTERNATIONAL INC • Swatara Township, PA

2d • Hybrid

About The Position

The Commonwealth of PA – Department of State is seeking a Help Desk Analyst to support a call center environment. This role involves handling inbound calls and emails to assist users with login issues, password resets, application support, and ticket escalation to Tier 2 when required. Note: This position does not involve wiring, hardware setup, or remote access troubleshooting.

Requirements

• Help Desk / Call Center Support – 3+ years
• ServiceNow incident creation and escalation – 3+ years
• Phone and email support responsiveness – 3+ years
• Software installation and updates – 3+ years
• Computer repairs and troubleshooting – 3+ years
• Running reports and administrative support – 1+ year
• Basic equipment handling and cable cleanup – 1+ year
• Strong written and verbal communication skills
• Ability to work effectively in a team environment

Responsibilities

• Receive and respond to help desk phone calls and emails
• Troubleshoot and resolve application-related issues
• Identify hardware vs. application problems and log incidents
• Create and manage ServiceNow incidents for all requests
• Escalate issues according to defined procedures
• Guide users through step-by-step problem resolution
• Research issues using technical databases and internal resources
• Provide timely status updates and accurate solutions
• Follow quality standards and document time spent on tasks
• Assist with software installations, updates, and basic computer repairs
• Support senior technical staff with reports and data gathering
• Perform limited physical tasks (report delivery, cable cleanup, equipment moving)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed