Help Desk Analyst - HDA25-34585

NavitsPartners•Harrisburg, PA

18h•Hybrid

About The Position

"Navitas Partners, LLC" is seeking a reliable and customer-focused Help Desk Analyst to support end users in a call center environment. This role involves providing first-level technical assistance, resolving common application and login issues, and escalating complex problems to Tier 2 support when necessary. The position follows a hybrid schedule after completion of initial training. Work Schedule Shift Options: 8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM Training will be conducted onsite. Once fully trained, the candidate will transition into the hybrid work schedule.

Requirements

Strong verbal and written communication skills.
Experience providing technical support in a help desk or call center environment.
Basic understanding of computer hardware, software, and business applications.
Ability to follow troubleshooting procedures and escalation protocols.
Strong customer service and problem-solving skills.
Ability to manage multiple tasks and work in a structured environment.

Responsibilities

Provide first-level technical support via phone and email in a call center environment.
Assist users with login issues, password resets, and application navigation.
Analyze and troubleshoot business application-related problems.
Identify whether issues are hardware-related or application-related and document them in the tracking system.
Escalate unresolved or complex issues according to established procedures.
Guide users through step-by-step problem resolution.
Utilize technical databases, documentation, and peer collaboration to research and resolve issues.
Maintain accurate records of work activities and time spent.
Communicate clear and timely status updates to users and stakeholders.
Support system changes, upgrades, and new product implementations as needed.
Adhere to quality standards and operational procedures.
Work collaboratively within a team environment and complete assigned tasks efficiently.