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Cordicate IT

Help Desk Support Analyst

Pay: $50,000/yr

Posted: 6 weeks ago

Location: Hershey, PA (Onsite)

Last Updated: 2 weeks ago

Hours: Full-Time

Expires: 9/17/2026

Job Description

Position is located in Hershey PA

Utilize a help desk platform for tracking and documenting issues and change requests.
Log, troubleshoot, and resolve support calls and provide outstanding customer service for both initial calls and escalated issues.
Monitor and escalate, as required, all service requests to meet agreed upon service levels.
Communicate directly with customers by phone and email to provide status updates and estimates on services requests.
Act as a technical liaison to third party hardware and software vendors.
Maintain a professional and courteous manner and maintain the highest standards of professional behavior.
Provide onsite and remote technical support for Windows/Mac laptops, desktops, peripherals, and common desktop applications such as Microsoft Office.
Front line troubleshooting of remote access to corporate networks.
Front line troubleshooting of end-user network issues including access to file/print shares, network application servers including email, and the Internet and escalate when necessary.
Create and update documentation on processes and procedures.
Complete daily, weekly and monthly health checks on multiple systems.
Provide onsite and remote technical support for customers.

REQUIREMENTS

Must have reliable transportation.
Must be able to provide occasional after hours and weekend support
Must have the ability to work independently and identify/organize tasks and priorities with limited outside assistance besides appropriate escalation support.
Must have a minimum of two years' experience in a technical support environment (or equivalent) and be able to provide professional references.

Job Type:

Full-time Pay:

Up to $50,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Life insurance Paid time off Parental leave Professional development assistance Retirement plan Tuition reimbursement Vision insurance

Education:

High school or equivalent (Required)

Experience:

Help desk: 1 year (Preferred)

Windows:

1 year (Preferred)

Work Location:

In person