Job Title: Tier 1 Help Desk Analyst
Location: Harrisburg, PA 17104 (Onsite)
Duration: 1 Year
Employment Type: Contract
The Tier 1 Help Desk Analyst provides first-level technical support to end users, primarily through phone-based interactions. This role is focused on high-volume call handling, including password resets, basic troubleshooting, and application support. Strong customer service skills, reliability, and communication are essential for success in this position.
Provide technical assistance and support to end users via phone
Troubleshoot hardware, software, and system-related issues
Perform password resets and user account support using Active Directory and RACF
Create, document, and escalate tickets to Tier 2 or third-party support teams as needed
Guide users through diagnostic procedures and issue resolution steps
Maintain accurate records in call tracking and ticketing systems
Ensure adherence to quality standards and customer service expectations
Collaborate effectively with team members and other departments
Dispatch and track service providers for hardware or system repairs
Research and update documentation, knowledge base articles, and troubleshooting guides
Minimum 1+ year of IT Service Desk or Call Center experience
Experience with call tracking and ticketing systems
Strong customer service and communication skills (verbal and written)
Ability to support non-technical users with varying levels of technical knowledge
Strong attention to detail and problem-solving abilities
Excellent organizational and multitasking skills
Basic Active Directory administration (user accounts and security groups)
Knowledge of Microsoft operating systems, especially Windows 7 and Office 365
Experience troubleshooting Office 365 in a network environment (permissions, calendar sharing, delegation)
Self-motivated with a strong focus on delivering excellent customer service
Strong phone and interpersonal skills
Team-oriented mindset
Reliability and consistency in a high-volume support environment
Ability to follow processes and documentation accurately
This role is 100% phone-based support
Focus is strictly Tier 1 responsibilities (no Tier 2 work involved)
Training will be provided for technical aspects; strong people skills are essential
For more details reach at resumes@navitassols.com.
About Navitas Partners, LLC:It is a certified WBENC and one of the fastest-growing healthcare staffing firms in the US providing Medical, Clinical and Non-Clinical services to numerous hospitals. We offer the most competitive pay for every position we cater. We understand this is a partnership. You will not be blindsided, and your salary will be discussed upfront.