Help Desk Analyst

Solu Technology Partners is seeking a Help Desk Analyst to support onsite operations in Harrisburg, Pennsylvania. This Tier 1 role centers on handling inbound phone support, password resets, and basic troubleshooting while delivering solid customer service and applying foundational IT knowledge. The position offers a $40,000 annual salary and requires at least one year of relevant experience.

Responsibilities

• Provide technical assistance and guidance to end users for hardware, software, and systems over the phone.
• Investigate and resolve software and hardware problems reported by users.
• Answer inquiries by applying knowledge of software, hardware, systems, and procedures.
• Collaborate with both technical and non-technical colleagues to research problems and determine solutions.
• Guide users through diagnostic steps by phone using diagnostic tools or following instructions.
• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff or third-party providers as needed to ensure resolution.
• Adhere to quality standards and demonstrate strong customer service skills.
• Contribute effectively within a team environment and complete assigned tasks.
• Maintain excellent written and verbal communication.
• Reset or restore mainframe, LAN, and user IDs and passwords via RACF or Active Directory.
• Coordinate product repair by dispatching and tracking the work of service providers.
• Research and update reference publications and diagnostic aids as needed to resolve issues.

Requirements

• 1+ years of IT service desk and/or call center experience.
• 1 year of experience with call tracking and ticketing software.
• 1 year of experience supporting users with limited knowledge of computers, software, hardware, and systems.
• 1 year of experience administering basic user and security groups in Active Directory.
• 1 year of experience with Microsoft operating systems, with emphasis on Windows 7 and Office 365.
• Experience using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation).
• Strong communication skills and a professional telephone manner.
• Attention to detail and resourcefulness in using provided documentation.
• Excellent organizational abilities.
• Self-motivated, with a track record of delivering excellent customer service.

Technologies

• Remedy
• RACF
• Active Directory
• Office 365
• Windows 7

Employment Requirements

• This opportunity does not accommodate C2C arrangements or visa sponsorship.
• Local candidates only.