Help Desk Support - Remote

Overview

The Help Desk Analyst provides frontline technical support in a call center environment, assisting users with login issues, password resets, and application navigation while escalating complex problems to tier two support as needed. This role requires strong communication skills, problem-solving abilities, and adherence to established troubleshooting protocols, with a hybrid work schedule following initial in-office training.

In Short

• Location: Harrisburg, PA - local candidates only
• Rotating schedule: 1 week on-site, 1 week remote
• Contract Length: 4 months with extension
• Rate: $20/hour
• Provides frontline technical support
• Assists users with login issues and application navigation
• Escalates complex problems to tier two support
• Requires strong communication and problem-solving skills
• Hybrid work schedule after initial in-office training
• 3 years of help desk experience required

Requirements

• 3 years of experience with answering help desk phone and responding to help desk emails
• 3 years of experience escalating issues to senior staff members
• 3 years of experience performing agency computer repairs
• 3 years of experience installing software/updates on agency computers
• 3 years of experience assisting senior technical staff
• Experience running daily reports
• Experience creating ServiceNow incidents
• Experience providing assistance with cable clean-up and installations

Benefits

• Hybrid work schedule
• Opportunity for contract extension
• Hands-on experience in a technical support role
• Work in a team environment
• Develop problem-solving skills