Tier 1 Service Desk Analyst (CEDC) - 26-04062

Tier 1 Service Desk Analyst (CEDC) - 26-04062 Allentown, PA Job Details Contract 5 hours ago Qualifications Operating systems Phone communication IT service management Mid-level Computer hardware Hardware support Customer support ticket management ServiceNow 1 year Escalation handling Communication skills Developing technical user guides Full Job Description Tier 1 Service Desk Analyst (CEDC)

Location:

Harrisburg, PA (On-site)

Type:

Contract Position Overview "Navitas Partners, LLC" is seeking a Tier 1 Service Desk Analyst to provide first-level IT support for a multi-agency environment within a large public sector organization. This role supports employees across multiple agencies and boards, as well as public users interacting with government web services. Initial training will be conducted on-site in Harrisburg. Upon successful completion of training, the position transitions to a telework arrangement. Candidates must maintain a dedicated home workspace and reliable high-speed internet connection. Key Responsibilities Provide technical support and assistance for hardware, software, and operating systems via phone and email Serve as the first point of contact (Tier 1) for IT-related incidents and service requests Log, track, and update all support tickets in ServiceNow or similar ITSM tools Ensure adherence to defined SLAs and quality standards Troubleshoot issues and escalate complex problems to higher-level support teams when required Collaborate with team members to research issues and identify resolutions Guide users through diagnostic steps and troubleshooting procedures Monitor call center systems and respond to incoming requests in a timely manner Contribute to knowledge base articles, user guides, and support documentation improvements Required Experience 1-3 years of Help Desk or Service Desk experience Experience working in a team-based IT support environment Preferred Qualifications Prior experience in a structured service desk or enterprise IT support environment Hands-on experience with ServiceNow or similar ticketing systems Required Skills Strong Tier 1 Help Desk support experience (minimum 1 year, ideally up to 3 years) Excellent communication and customer service skills Ability to work effectively in a collaborative team environment Basic troubleshooting skills across hardware, software, and operating systems For more details reach at

About Navitas Partners, LLC:

It is a certified WBENC and one of the fastest-growing Technical / IT staffing firms in the US providing services to numerous clients. We offer the most competitive pay for every position. We understand this is a partnership. You will not be blindsided and your salary will be discussed upfront.