Help Desk Analyst - 26-04658
NavitasPartners•Harrisburg, PA
•Hybrid
About The Position
Navitas Partners, LLC is seeking a Help Desk Analyst to provide first-level technical support in a call center environment. The role involves assisting end users with login issues, password resets, application navigation, and general technical troubleshooting. All complex issues will be escalated to Tier 2 support in accordance with established procedures. This position does not involve hardware installation, physical wiring, remote system access, or infrastructure configuration.
Requirements
- Prompt and professional response to help desk calls and emails
- Experience working in a ticketing system (ServiceNow preferred)
- Strong troubleshooting and problem-solving abilities
- Ability to escalate issues appropriately to senior technical staff
- Good understanding of basic computer systems and business applications
- Ability to run reports and handle administrative support tasks
- Strong communication skills (verbal and written)
- Ability to work effectively in a team-based environment
- Attention to detail and strong organizational skills
Responsibilities
- Receive and respond to incoming calls and emails from end users experiencing application or system-related issues
- Diagnose and identify the nature of reported issues (application, hardware, or user-related) and log all incidents in the tracking system
- Create and manage service tickets using Service Management tools (e.g., ServiceNow)
- Escalate issues to appropriate technical teams following defined escalation procedures
- Guide users through step-by-step troubleshooting and problem resolution
- Research technical issues using knowledge bases, documentation, and collaboration with team members
- Provide accurate responses to general usage and administrative system inquiries
- Communicate status updates clearly and consistently to end users and stakeholders
- Track, document, and report time spent on support activities
- Ensure adherence to established service quality standards and procedures
- Collaborate effectively within a team-oriented environment
- Complete assigned tasks within defined SLAs
- Support senior technical staff with basic operational tasks such as data collection and report generation
- Run and distribute daily operational reports
- Assist with software installations and system updates on agency computers
- Perform basic desktop support tasks as required
- Support equipment organization activities such as cable management, workspace setup, and data center maintenance tasks
Benefits
- Most competitive pay for every position
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1-10 employees
