Help Desk Analyst - 26-04658

Location: Harrisburg, PA (Hybrid)

Position Overview

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.

• 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

• 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

For more details reach at resumes@navitassols.com

About Navitas Partners, LLC: It is a certified WBENC and one of the fastest-growing Technical / IT staffing firms in the US providing services to numerous clients. We offer the most competitive pay for every position. We understand this is a partnership. You will not be blindsided and your salary will be discussed upfront.