Help Desk Analyst - 26-04658

Job Title:

Help Desk Analyst Duration:

6-12 Months (Tentative)

Location:

Harrisburg, PA (Hybrid) Position Overview "Navitas Partners, LLC" is seeking a Help Desk Analyst to provide first-level technical support in a call center environment. The role involves assisting end users with login issues, password resets, application navigation, and general technical troubleshooting. All complex issues will be escalated to Tier 2 support in accordance with established procedures. This position does not involve hardware installation, physical wiring, remote system access, or infrastructure configuration. Key Responsibilities Receive and respond to incoming calls and emails from end users experiencing application or system-related issues Diagnose and identify the nature of reported issues (application, hardware, or user-related) and log all incidents in the tracking system Create and manage service tickets using Service Management tools (e.g., ServiceNow) Escalate issues to appropriate technical teams following defined escalation procedures Guide users through step-by-step troubleshooting and problem resolution Research technical issues using knowledge bases, documentation, and collaboration with team members Provide accurate responses to general usage and administrative system inquiries Communicate status updates clearly and consistently to end users and stakeholders Track, document, and report time spent on support activities Ensure adherence to established service quality standards and procedures Collaborate effectively within a team-oriented environment Complete assigned tasks within defined SLAs Additional Duties (As Needed) Support senior technical staff with basic operational tasks such as data collection and report generation Run and distribute daily operational reports Assist with software installations and system updates on agency computers Perform basic desktop support tasks as required Support equipment organization activities such as cable management, workspace setup, and data center maintenance tasks Required Skills & Competencies Prompt and professional response to help desk calls and emails Experience working in a ticketing system (ServiceNow preferred) Strong troubleshooting and problem-solving abilities Ability to escalate issues appropriately to senior technical staff Good understanding of basic computer systems and business applications Ability to run reports and handle administrative support tasks Strong communication skills (verbal and written) Ability to work effectively in a team-based environment Attention to detail and strong organizational skills For more details reach at resumes@navitassols.com

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. Help Desk Analyst - 26-04658 Erie, PA $18 an hour $18 an hour

Job Title:

Help Desk Analyst Duration:

6-12 Months (Tentative)

Location:

Harrisburg, PA (Hybrid) Position Overview "Navitas Partners, LLC" is seeking a Help Desk Analyst to provide first-level technical support in a call center environment. The role involves assisting end users with login issues, password resets, application navigation, and general technical troubleshooting. All complex issues will be escalated to Tier 2 support in accordance with established procedures. This position does not involve hardware installation, physical wiring, remote system access, or infrastructure configuration. Key Responsibilities Receive and respond to incoming calls and emails from end users experiencing application or system-related issues Diagnose and identify the nature of reported issues (application, hardware, or user-related) and log all incidents in the tracking system Create and manage service tickets using Service Management tools (e.g., ServiceNow) Escalate issues to appropriate technical teams following defined escalation procedures Guide users through step-by-step troubleshooting and problem resolution Research technical issues using knowledge bases, documentation, and collaboration with team members Provide accurate responses to general usage and administrative system inquiries Communicate status updates clearly and consistently to end users and stakeholders Track, document, and report time spent on support activities Ensure adherence to established service quality standards and procedures Collaborate effectively within a team-oriented environment Complete assigned tasks within defined SLAs Additional Duties (As Needed) Support senior technical staff with basic operational tasks such as data collection and report generation Run and distribute daily operational reports Assist with software installations and system updates on agency computers Perform basic desktop support tasks as required Support equipment organization activities such as cable management, workspace setup, and data center maintenance tasks Required Skills & Competencies Prompt and professional response to help desk calls and emails Experience working in a ticketing system (ServiceNow preferred) Strong troubleshooting and problem-solving abilities Ability to escalate issues appropriately to senior technical staff Good understanding of basic computer systems and business applications Ability to run reports and handle administrative support tasks Strong communication skills (verbal and written) Ability to work effectively in a team-based environment Attention to detail and strong organizational skills For more details reach at resumes@navitassols.com

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.