Job Details

Contract Duration: 03/30/2026 - 06/30/2026
Work Location: Harrisburg, PA 17104
Onsite vs. Remote: 100% onsite
Interview Type: Hour-long in-person interview
Onsite Requirements: Onsite daily at The Riverfront Office Center; Saturday work once per quarter (8:00 AM - 12:00 PM) with advance notice
Onsite Address: 1101 South Front St., Harrisburg, PA 17104
Residency Requirements: Must be eligible to work in the United States
Visas Accepted: USC, GC only

Schedule: Monday - Friday, 8 hours per day, 40 hours per week; quarterly Saturday shift 8:00 AM - 12:00 PM with at least two weeks' notice; subject to Commonwealth of PA state holidays.

ROLE OVERVIEW
Our client is seeking a Tier 1 Help Desk Analyst to provide frontline technical support for end users within a high-volume operational environment. This role supports core systems and user access services, functioning as the first point of contact for technical assistance and service requests.
The position is phone-intensive and focused exclusively on Tier 1 responsibilities, including password resets and application support. The selected candidate will work within a structured team environment and report through the service desk management structure.

KEY RESPONSIBILITIES

• Provide technical assistance and support to end users via phone
• Troubleshoot hardware, software, and system issues
• Reset and restore mainframe, LAN, and user IDs and passwords using RACF or Active Directory
• Create and escalate Remedy trouble tickets to Tier 2 staff or third-party providers
• Document incidents accurately using call tracking and ticketing systems
• Guide users through diagnostic procedures and resolution steps
• Dispatch and track service providers for hardware repair coordination
• Research and update reference documentation and diagnostic materials
• Maintain quality standards and strong customer service performance
• Complete assigned operational tasks within established service levels

• 1+ year of IT Service Desk and/or Call Center experience
• 1+ year of experience with call tracking and ticketing software

• Basic User and Security Group administration in Active Directory
• Strong knowledge of Microsoft operating systems, including Windows 7
• Experience supporting and troubleshooting Office 365 in a networked environment, including permissions, calendar sharing, and delegation

• Ability to support users with limited technical knowledge
• Strong attention to detail and ability to use supplied documentation effectively
• Above average communication skills and professional telephone manner
• Excellent organizational skills
• Ability to work effectively in a team environment
• Strong customer service orientation

• Position located at The Riverfront Office Center
• No badge fee required at this location
• Government equipment may not be taken or used outside of the United States