What are the responsibilities and job description for the Help Desk Analyst - HDA#001 position at NavitasPartners?
Job Title: Help Desk Analyst (Tier 1)
Location: Frackville, PA
Work Schedule: 100% Onsite
Contract Duration: 3 Months (Potential for Extension)
Position Overview
Navitas Partners, LLC is seeking a dependable and customer-oriented Help Desk Analyst to join a dynamic, high-volume service desk environment. As the first point of contact for end users, you will provide timely and effective technical support, primarily via phone, ensuring a seamless user experience. This role is well-suited for individuals who excel in troubleshooting, communication, and delivering exceptional customer service.
Key Responsibilities
- Deliver first-level technical support for hardware, software, and system-related issues
- Troubleshoot and resolve user concerns efficiently in a phone-based support environment
- Assist both technical and non-technical users with IT-related inquiries
- Guide users through step-by-step troubleshooting and issue resolution
- Create, update, and escalate service tickets to Tier 2 support teams or vendors as required
- Manage user accounts, including password resets and access requests using Active Directory
- Accurately document all interactions, resolutions, and follow-ups in ticketing systems
- Coordinate with third-party vendors for hardware repairs and service requests
- Maintain and update internal documentation and knowledge base resources
- Ensure consistent delivery of high-quality customer service aligned with organizational standards
Required Qualifications
- Minimum of 1 year of experience in a Help Desk or IT Support role (hardware/software support)
- Hands-on experience with ticketing or call tracking systems
- Basic knowledge of Active Directory, including user and group management
- Strong understanding of Microsoft Windows operating systems
- Experience supporting Microsoft Office 365 (e.g., permissions, calendar sharing, delegation)
- Ability to clearly communicate technical concepts to non-technical users
- Strong troubleshooting, analytical, and problem-solving skills
- Excellent verbal and written communication skills
- Strong organizational and time management abilities
- Self-motivated with a customer-first mindset
- Associate degree in Information Technology or a related field (or equivalent experience)
For more details reach at resumes@navitassols.com
About Navitas Partners, LLC: It is a certified WBENC and one of the fastest-growing Technical / IT staffing firms in the US providing services to numerous clients. We offer the most competitive pay for every position. We understand this is a partnership. You will not be blindsided and your salary will be discussed upfront.