Helpdesk Analyst

Harrisburg, PA - USA

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

Helpdesk Support Specialist
Pennsylvania (PA) Hybrid
12-Month Contract

We are seeking candidates who do not require visa sponsorship are eligible to work on a W2 basis and are currently local to Pennsylvania

Position Overview

We are seeking a Helpdesk Support Specialist to provide first-level technical support within a State Government environment. The selected candidate will serve as the primary point of contact for end-user issues ensuring timely resolution of technical problems related to hardware software and network systems. This role requires strong customer service skills technical troubleshooting expertise and the ability to work in a fast-paced ticket-driven environment. The ideal candidate will demonstrate effective communication problem-solving skills and adherence to IT service management processes. Experience supporting government agencies or large enterprise environments is highly preferred.

Key Responsibilities

Provide Tier 1 technical support for end users via phone email or ticketing systems.
Troubleshoot hardware software and network connectivity issues.
Log track and resolve incidents and service requests using ITSM tools.
Escalate complex technical issues to Tier 2/3 support teams when necessary.
Install configure and maintain desktops laptops printers and peripherals.
Support enterprise applications including email VPN and collaboration tools.
Perform user account management (password resets access provisioning etc.).
Document resolutions and maintain knowledge base articles.
Ensure adherence to SLAs and response/resolution timeframes.
Assist in onboarding/offboarding activities and system setup.
Maintain asset inventory and support equipment lifecycle management.
Follow security policies and ensure compliance with state IT standards.

Required Qualifications

Bachelors degree in IT Computer Science or related field (or equivalent experience).
2 5 years of Helpdesk or Technical Support experience.
Strong knowledge of Windows OS and Microsoft Office Suite.
Experience with ticketing systems (ServiceNow Remedy or similar).
Basic understanding of networking concepts (TCP/IP DNS DHCP).
Experience with Active Directory user and group management.
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Ability to manage multiple tickets and prioritize workload effectively.

Preferred Qualifications

Experience supporting State Government or public sector clients.
CompTIA A Network or similar certifications.
Experience with remote support tools (e.g. TeamViewer AnyDesk).
Knowledge of ITIL framework or IT service management processes.
Experience supporting Office 365 and cloud-based environments.

Behavioral & Professional Expectations

Deliver excellent customer service with a user-first approach.
Communicate technical information clearly to non-technical users.
Maintain professionalism in high-volume high-pressure environments.
Demonstrate accountability and ownership of assigned tickets.
Collaborate effectively with cross-functional IT teams.
Follow structured processes and documentation standards.
Show willingness to learn new tools and technologies.