Help Desk Analyst

Keystone Human Services is seeking a full-time Help Desk Analyst to provide employees with friendly, consistent technical support and guidance in a call center environment. This position helps employees quickly resolve technology-related questions and issues by using established protocols, strong problem-solving skills, and clear communication to support organizational goals and daily operations.

Keystone Human Services offers a comprehensive benefits package that includes medical, dental, and vision coverage; paid time off; holidays; retirement savings options, including a 401(k) match; Employee Assistance Program (EAP); tuition reimbursement; professional development opportunities; and employee discount programs.

Job Details:

• Full-time, non-exempt
• Hybrid schedule: Wednesdays and Thursdays in the Harrisburg office; Remaining three days remote, with additional in-office days as needed
• Schedule: 8:30 a.m.–5:00 p.m., with rotating on-call coverage every 4–5 weeks
• $21 per hour, with potential increase based on experience

Responsibilities Include:

• Serve as a primary responder, second only to Associate Help Desk Analysts, for incoming calls, emails, and walk-ins while providing friendly, consistent, and timely service to end users
• Work to resolve employee technology issues during the first interaction whenever possible
• Collaborate effectively with end users and remain professional when supporting callers in stressful situations
• Track assigned service calls from start to finish to ensure issues and requests are resolved within established Service Level Agreements (SLAs)
• Provide basic technical support for computers, printers, networking hardware and software, office software, and enterprise applications within corporate technology guidelines
• Document work accurately, thoroughly, and in a timely manner using tracking system software
• Escalate calls and requests to the appropriate management level when thresholds are exceeded, including timely communication of issues and concerns to supervisors
• Communicate service call status updates to end users and internal stakeholders
• Create and delete Active Directory (AD) accounts as assigned
• Process name changes as assigned
• Complete new hardware requests, including receiving deliveries and collaborating with the team on purchases
• Troubleshoot and repair hardware as tickets are assigned
• Collaborate with the team on new hardware image creation as needed
• Maintain positive working relationships with agency personnel and vendors
• Provide on-call support as required according to the rotation schedule

Qualifications:

• High school diploma or equivalent and two years of computer support experience OR an associate degree in Computer Science with six months of computer support experience
• A+ Certification or equivalent hardware skills preferred
• Strong knowledge of computer systems, Information Technology (IT) components, and software including Windows operating systems, Microsoft Office suite, email distribution lists, and internet browsers
• Functional knowledge of internet security and data privacy principles
• Experience with Local Area Networks (LAN), Wide Area Networks (WAN), and Virtual Private Networks (VPN) preferred
• Exceptional oral and written communication skills, including the ability to read, interpret, and apply written information
• Ability to prioritize, manage, and troubleshoot multiple projects using effective time-management and organizational skills

Keystone Human Services prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on any category protected by applicable federal, state, or local law.

Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.