Help Desk Analyst - HDA25-32679

Job Title: Help Desk Analyst
Location: Harrisburg, PA 17104 (Onsite)
Contract Duration: 7 Months

Job Summary

"Navitas Partners, LLC" is seeking a Help Desk Analyst (Tier 1) to provide frontline technical support and exceptional customer service to end users. This is an onsite, phone-based role focused on password resets, user account management, and basic application support. Reliability, professionalism, and clear communication are essential for success in this position.

Responsibilities

• Provide technical assistance and support for hardware, software, and systems via phone.

• Investigate and resolve basic computer software and hardware issues.

• Assist users by walking them through troubleshooting steps and diagnostic procedures.

• Create and escalate service tickets using Remedy or similar ticketing systems.

• Reset and restore mainframe, LAN, and user IDs/passwords using RACF or Active Directory.

• Coordinate and track service requests with Tier 2 support teams or external service providers.

• Maintain and update technical reference materials and knowledge base documentation.

• Deliver outstanding customer service in a fast-paced team environment.

• Ensure timely completion of assigned tasks while adhering to quality standards.

Required Skills & Qualifications

• 1+ year of IT Service Desk or Call Center experience.

• Experience with call tracking and ticketing systems (e.g., Remedy, ServiceNow).

• Strong verbal and written communication skills with a professional telephone manner.

• Basic knowledge of Active Directory for user and security group administration.

• Proficiency in Windows 7 and Office 365 environments.

• Experience supporting and troubleshooting Office 365 (permissions, calendar sharing, delegation).

• Excellent organizational skills and attention to detail.

• Ability to assist users with limited technical knowledge in a patient and effective manner.

• Self-motivated and customer-focused, with a commitment to service excellence.

Additional Information

• This position is 100% onsite in Harrisburg, PA.

• Saturday work (8:00 AM – 12:00 PM) is required once per quarter; advance notice of at least two weeks will be provided.

About Navitas Partners, LLC 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.