Help Desk Specialist

Overview

We are seeking a Help Desk Analyst to provide call center–based IT support. This role is the first point of contact for users needing assistance with logins, password resets, and business application issues. The analyst will resolve problems or escalate to Tier 2 as needed.

Responsibilities

- Answer incoming calls and emails from end users.

- Troubleshoot login, password, and application access issues.

- Create and manage tickets in ServiceNow.

- Escalate unresolved issues to Tier 2 following procedures.

- Provide clear instructions and excellent customer service.

Qualifications

- 2–3 years of Help Desk or Call Center IT support experience.

- Strong knowledge of application and system access troubleshooting.

- Experience with ticketing systems (ServiceNow preferred).

- Excellent communication and customer service skills.

Preferred

- Experience in government or large enterprise support.

- Knowledge of Microsoft Office Suite and Windows OS.

- IT certifications (CompTIA A+, IT Fundamentals, etc.).

Job Type: Contract

Pay: $18.00 - $20.00 per hour

Expected hours: 40 per week

Work Location: Hybrid remote in Harrisburg, PA 17120