What are the responsibilities and job description for the Help Desk Analyst (Tier 1) - 26-04632 position at NavitasPartners?
Job Title: Help Desk Analyst (Tier 1)
Location: Harrisburg, PA (Onsite)
Job Type: Contract
Schedule: Monday – Friday (Onsite) | Telework on Fridays
Interview Process: In-person interview (approx. 1 hour)
Position Overview
"Navitas Partners, LLC" is seeking a dedicated Help Desk Analyst to provide Tier 1 technical support in a fast-paced, customer-focused environment. This role is heavily phone-based and requires strong communication skills, reliability, and a passion for delivering excellent customer service.
The ideal candidate will have at least 1 year of IT Service Desk or call center experience along with a foundational understanding of IT systems. While technical skills are important, strong interpersonal and customer service abilities are essential for success in this role.
Key Responsibilities
- Provide first-level technical support for hardware, software, and system-related issues via phone
- Troubleshoot and resolve user issues related to operating systems, applications, and access
- Handle high-volume inbound calls, including password resets and application support
- Create, document, and escalate tickets to Tier 2 or external support teams when necessary
- Guide users through step-by-step troubleshooting procedures
- Maintain accurate records of issues and resolutions in the ticketing system
- Support Active Directory tasks including user account and password management
- Collaborate with team members to ensure timely issue resolution
- Follow established processes and maintain high customer service standards
Required Qualifications
- 1 year of IT Service Desk and/or Call Center experience
- Associate degree in IT or equivalent technical training (preferred)
- Experience with ticketing or call tracking systems
- Basic knowledge of Active Directory (user and group administration)
- Strong understanding of Microsoft Windows and Office 365
- Experience troubleshooting Office 365 (permissions, calendar sharing, delegation)
- Excellent verbal and written communication skills
- Strong organizational and problem-solving abilities
- Ability to support users with varying levels of technical knowledge
- Detail-oriented with the ability to follow documentation and processes
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.