Help Desk Analyst - Hybrid

Job Code: PA 813029
Location: Harrisburg, PA 17110
Work Arrangement: Hybrid – 5 days in the office followed by 5 days remote
Pay Rate: $18/hour on W2
Contract Duration: Through June 30, 2027
Work Schedule: 8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM Job OverviewWe are seeking a reliable and customer-focused Help Desk Analyst to provide technical support to users experiencing issues with business applications, computer logins, password resets, and general application usage. The ideal candidate will have strong communication and troubleshooting skills, experience with ServiceNow, and the ability to resolve basic technical issues or escalate complex problems to the appropriate technical team. Key Responsibilities· Answer help desk phone calls and respond promptly to support emails.· Assist users with login issues, password resets, and application-related questions.· Troubleshoot basic software, hardware, and computer-related issues.· Create and maintain ServiceNow incidents for all phone and email requests.· Escalate unresolved issues to senior technical staff and appropriate technical teams.· Install software and updates on agency computers as needed.· Perform basic computer repairs and assist senior technical staff with assigned tasks.· Generate daily reports and distribute them as required.· Assist with cable cleanup, installations, data center cleaning, and moving or racking equipment.· Research technical issues using available databases, reference materials, and internal resources.· Provide accurate status updates and maintain proper documentation of support activities.· Follow established procedures, quality standards, and service-level expectations. Required Qualifications· At least 3 years of experience handling help desk calls and email support.· Experience escalating incidents and assigning tickets through ServiceNow.· Experience installing software updates and performing basic computer repairs.· Strong customer service, communication, and troubleshooting skills.· Ability to document issues accurately and manage multiple support requests.· Experience assisting technical teams with reports and routine IT support tasks.· Willingness to perform occasional equipment handling, cable cleanup, and data center support activities. Additional Requirements· Must be comfortable with the hybrid schedule of 5 days onsite followed by 5 days remote.· Must be available for one of the specified work shifts.· Government equipment must not be taken or used outside the United States. Violation of this policy may result in immediate termination and ineligibility for rehire within the program.