HELP DESK ANALYST Position Available In Dauphin, Pennsylvania

HELP DESK ANALYST 3.0 3.0

out of 5 stars 2 South 2nd Street, Harrisburg, PA 17101 JOB

DESCRIPTION

Help Desk Analyst Starting Rate:

$21.00/hour Dauphin County Information Technology is currently accepting applications for the full-time position of Help Desk Analyst . The employee in this role is to be first point of contact between County end users and the IT Department. Responsible for recording details of reported issues and service requests, and working to resolve requests as soon as possible, or efficiently escalating uses to the appropriate IT functional group for assistance. Also responsible for the setup, installation, and repair of County-owned computers. All will be done in a timely and accurate fashion, with an emphasis on excellent customer service. The employee in this role is responsible for but not limited to performing the following essential functions listed below: Triage issues and service requests via phone, email, customer portal, or other mediums that may be implemented. Accurately record and document all details of issue or service request, including categorization into the IT service desk tool. Respond to end-user inquiries regarding the status of incident and service requests and perform follow-ups. Troubleshoot end user issues and resolve upon first contact, when possible. When not possible, efficiently, and effectively document information from troubleshooting efforts in tickets and escalate to appropriate IT Functional group. Perform password resets. Leverage internal and external resources (knowledge bases, manuals, support sites, and vendors) to answer questions and resolve issues. Performs on-site analysis, diagnosis, and resolution of complex desktop problems for clients, and recommend and implement corrective solutions. Install, configure, test, maintain, monitor, and troubleshoot client workstations hardware and software. Adherence to IT policies and processes to ensure consistent quality of service. Maintain an inventory of all IT equipment and licensing in the Help Desk asset management tool. Member of IT on-call rotation for afterhours emergency support. Meets or exceeds service levels for both calls and tickets. Deploys new desktop machines and equipment as required. Deploys and provides first level training of County’s video conferencing software. Performs all other duties as assigned.

Minimum Education, Experience, & Training Requirements:

Qualifications:

Education/Training:

Graduation from an accredited community college, college, or university, with an associate degree in Information Systems Technology or related field. Or certification in Information Systems with emphasis on operating systems and networking; or combination of experience and education.

Work Experience:

None.

Other Job Duties:

Attends meetings, training, and seminars as required. Performs other job-related duties as required. Dauphin County is an equal opportunity employer and is committed to an inclusive workplace free of discrimination and harassment. Dauphin County prohibits discrimination and harassment of any type and affords equal employment opportunities to all employees and qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, age, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state, or local laws.

JOB INFO

Job Identification 2071 Posting Date 06/16/2025, 08:54 AM Apply Before 06/30/2025, 10:59 PM Job Schedule Full time Job Shift Day Locations 2 S 2nd Street, Harrisburg, PA, 17101, US