Help Desk Analyst - HDA#001

Job Title: Help Desk Analyst (Tier 1)
Location: Frackville, PA
Work Schedule: 100% Onsite
Contract Duration: 3 Months (Potential for Extension)

Position Overview

Navitas Partners, LLC is seeking a dependable and customer-oriented Help Desk Analyst to join a dynamic, high-volume service desk environment. As the first point of contact for end users, you will provide timely and effective technical support, primarily via phone, ensuring a seamless user experience. This role is well-suited for individuals who excel in troubleshooting, communication, and delivering exceptional customer service.

Key Responsibilities

• Deliver first-level technical support for hardware, software, and system-related issues
• Troubleshoot and resolve user concerns efficiently in a phone-based support environment
• Assist both technical and non-technical users with IT-related inquiries
• Guide users through step-by-step troubleshooting and issue resolution
• Create, update, and escalate service tickets to Tier 2 support teams or vendors as required
• Manage user accounts, including password resets and access requests using Active Directory
• Accurately document all interactions, resolutions, and follow-ups in ticketing systems
• Coordinate with third-party vendors for hardware repairs and service requests
• Maintain and update internal documentation and knowledge base resources
• Ensure consistent delivery of high-quality customer service aligned with organizational standards

Required Qualifications

• Minimum of 1 year of experience in a Help Desk or IT Support role (hardware/software support)
• Hands-on experience with ticketing or call tracking systems
• Basic knowledge of Active Directory, including user and group management
• Strong understanding of Microsoft Windows operating systems
• Experience supporting Microsoft Office 365 (e.g., permissions, calendar sharing, delegation)
• Ability to clearly communicate technical concepts to non-technical users
• Strong troubleshooting, analytical, and problem-solving skills
• Excellent verbal and written communication skills
• Strong organizational and time management abilities
• Self-motivated with a customer-first mindset
• Associate degree in Information Technology or a related field (or equivalent experience)

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.