Help Desk Analyst (Tier 1)

Job Description - Help Desk Analyst (Tier 1) We are seeking a reliable and customer-focused Help Desk Analyst (Tier 1) to provide first-level technical support in a high-volume service desk environment. This is a phone-intensive role supporting end users with day-to-day IT issues, including password resets, system access, and basic troubleshooting. The ideal candidate brings strong communication skills, patience, and a service-first mindset, with foundational IT knowledge and the ability to support users of varying technical backgrounds. Key Responsibilities Provide first-level technical support via phone for hardware, software, and system-related issues Troubleshoot and resolve common IT issues, including password resets and account access (Active Directory/RACF) Log, track, and manage incidents using ticketing/call tracking systems Escalate unresolved issues to Tier 2 support or third-party vendors as needed Guide users through step-by-step solutions in a clear and professional manner Support Microsoft Office 365 applications (Outlook, calendar sharing, permissions, delegation) Maintain accurate documentation of issues, resolutions, and procedures Follow established service desk standards, processes, and SLAs Collaborate effectively within a team-oriented environment Required Qualifications 1+ year of IT Service Desk or Call Center experience Experience with ticketing systems and incident tracking tools Working knowledge of Active Directory (user accounts, password resets, security groups) Familiarity with Windows OS and Microsoft Office 365 Strong verbal communication and phone support skills Ability to assist non-technical users with patience and clarity Detail-oriented with strong organizational and problem-solving skills Self-motivated with a strong commitment to customer service excellence Work Environment 100% onsite role located in Harrisburg, PA High-volume, phone-based support environment Team-oriented setting with structured processes and training Occasional Saturday shift (quarterly, 8 AM - 12 PM) with advance notice Telework on Fridays What Success Looks Like Consistently delivers professional, efficient, and courteous support Accurately logs and resolves tickets within established timelines Demonstrates reliability, accountability, and strong attendance Builds trust with users through clear communication and problem resolution