Tier 1 Help Desk

Job Title: Tier 1 Help Desk Analyst
Location: Dauphin County, Harrisburg, PA (Onsite - Riverfront Office Center)
Job Type: Contract 1+ year (with possible extension)
Interview: In-person (1 hour)
Work Schedule: 40 hrs/week | Friday Telework | Occasional Saturday (quarterly)
Pay rate: $20/hr on W2 OR $23/hr on 1099 without benefits.
Work Environment:

• 100% onsite role (except Fridays - remote)
• High-volume call handling environment
• Team-oriented setting
• Training period: 3-4 weeks

Position Overview
Seeking a Tier 1 Help Desk Analyst to provide frontline technical support. This is a phone-based role (100% calls) focused on password resets, basic troubleshooting, and user support. Strong communication and customer service skills are critical.

Key Responsibilities

• Provide technical support for hardware, software, and systems via phone
• Troubleshoot and resolve user issues related to computers and applications
• Create and manage trouble tickets; escalate issues to Tier 2 when required
• Assist users in diagnosing issues through guided steps
• Reset passwords and manage user access (Active Directory / RACF)
• Support Microsoft Office 365 (permissions, calendar sharing, delegation)
• Maintain documentation and update troubleshooting resources
• Coordinate with service providers for issue resolution
• Deliver excellent customer service and follow quality standards

Required Skills & Experience

• 1+ year of IT Service Desk or Call Center experience
• Experience with ticketing/call tracking systems
• Basic Active Directory (user & security group administration)
• Knowledge of Microsoft Windows and Office 365
• Experience troubleshooting Office 365 in a network environment
• Strong communication and phone handling skills
• Ability to support non-technical users effectively
• Detail-oriented with good problem-solving ability
• Strong organizational skills

Preferred Qualifications

• Associate degree in IT or related field (or equivalent experience)
• Customer service-focused mindset
• Ability to work effectively in a team environment

Important Notes

• Candidates must be local to Harrisburg, PA (preferred)
• This is strictly a Tier 1 role (no Tier 2 responsibilities)
• Government equipment must not be used outside the United States
• Accurate experience representation is mandatory