What are the responsibilities and job description for the Help Desk Analyst position at Prorec Resource Solutions, LLC?
Contract Duration: 01/12/2026 to 06/30/2026
Work Location: Dauphin County, PA
Work Arrangement: Hybrid. Onsite during training; after training, placed into a telework rotation (5 days in office and 5 days telework).
Work Hours: 8 hours/day, 5 days/week. Shift options: 8:00 AM to 4:30 PM or 8:30 AM to 5:00 PM
Interview Type: Virtual
Residency Requirements: Must live a commutable distance from office location for weeks spent on-site.
Visas Accepted: USC, GC
Role Overview
The Help Desk Analyst provides call-center style end-user support for business applications. This role handles inbound phone calls and email requests, assists users with logins, password resets, and navigating applications, documents issues in ServiceNow, and escalates tickets to Tier 2 support when needed. The role may also support basic onsite tasks such as computer repairs, software installs/updates, reporting support, and limited equipment or cabling-related assistance as assigned.
Responsibilities
Work Location: Dauphin County, PA
Work Arrangement: Hybrid. Onsite during training; after training, placed into a telework rotation (5 days in office and 5 days telework).
Work Hours: 8 hours/day, 5 days/week. Shift options: 8:00 AM to 4:30 PM or 8:30 AM to 5:00 PM
Interview Type: Virtual
Residency Requirements: Must live a commutable distance from office location for weeks spent on-site.
Visas Accepted: USC, GC
Role Overview
The Help Desk Analyst provides call-center style end-user support for business applications. This role handles inbound phone calls and email requests, assists users with logins, password resets, and navigating applications, documents issues in ServiceNow, and escalates tickets to Tier 2 support when needed. The role may also support basic onsite tasks such as computer repairs, software installs/updates, reporting support, and limited equipment or cabling-related assistance as assigned.
Responsibilities
- Receive telephone calls and emails from users experiencing issues with business applications or needing guidance on application features.
- Identify the nature of the problem (hardware vs application) and log all issues in the tracking system.
- Escalate issues following defined procedures, including assigning ServiceNow incidents to the appropriate technical resource.
- Walk users through troubleshooting and problem-solving steps.
- Research solutions using technical databases and collaboration with coworkers.
- Use reference publications and diagnostic tools to resolve technical problems.
- Assist with coordination of changes, upgrades, and new products to ensure systems operate correctly in current and future environments.
- Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
- Communicate clear status updates to stakeholders.
- Track and report time spent on all work activities.
- Follow established quality standards and complete assigned tasks.
- Work effectively in a team environment with strong written and verbal communication skills.
- Promptly answer help desk phone (3 years)
- Promptly respond to help desk emails (3 years)
- Escalate issues to senior staff by assigning ServiceNow incidents to the appropriate technical resource (3 years)
- Perform agency computer repairs, as needed (3 years)
- Install software/updates on agency computers as needed (3 years)
- Assist senior technical staff with lower-level tasks such as acquiring data and running reports (3 years)
- Run daily reports and hand deliver reports or insert into inter-company mail envelopes for pick-up and delivery (1 year)
- Create ServiceNow incidents for all phone and email requests (1 year)
- Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment (1 year)
- Government equipment is prohibited from being taken or used outside of the United States. Violations can result in immediate termination and program ineligibility.