Tier 1 Service Desk Analyst (CEDC) - 26-04062

NavitasPartners • Harrisburg, PA

1d • Hybrid

About The Position

"Navitas Partners, LLC" is seeking a Tier 1 Service Desk Analyst to provide first-level IT support for a multi-agency environment within a large public sector organization. This role supports employees across multiple agencies and boards, as well as public users interacting with government web services. Initial training will be conducted on-site in Harrisburg. Upon successful completion of training, the position transitions to a telework arrangement. Candidates must maintain a dedicated home workspace and reliable high-speed internet connection.

Requirements

• 1–3 years of Help Desk or Service Desk experience
• Experience working in a team-based IT support environment
• Strong Tier 1 Help Desk support experience (minimum 1 year, ideally up to 3 years)
• Excellent communication and customer service skills
• Ability to work effectively in a collaborative team environment
• Basic troubleshooting skills across hardware, software, and operating systems

Nice To Haves

• Prior experience in a structured service desk or enterprise IT support environment
• Hands-on experience with ServiceNow or similar ticketing systems

Responsibilities

• Provide technical support and assistance for hardware, software, and operating systems via phone and email
• Serve as the first point of contact (Tier 1) for IT-related incidents and service requests
• Log, track, and update all support tickets in ServiceNow or similar ITSM tools
• Ensure adherence to defined SLAs and quality standards
• Troubleshoot issues and escalate complex problems to higher-level support teams when required
• Collaborate with team members to research issues and identify resolutions
• Guide users through diagnostic steps and troubleshooting procedures
• Monitor call center systems and respond to incoming requests in a timely manner
• Contribute to knowledge base articles, user guides, and support documentation improvements

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees