Help Desk Analyst

Job Title: Help Desk Analyst (Hybrid)
Client: Commonwealth of Pennsylvania – Department of State (DOS)
Client Job ID: PA
Location: Harrisburg, PA
Work Location: 302 North Office Building, Harrisburg, PA
Duration: Until 06/30/2026

Job Description

The Commonwealth of PA – Department of State is seeking a Help Desk Analyst to support a call center environment. This role involves handling inbound calls and emails to assist users with login issues, password resets, application support, and ticket escalation to Tier 2 when required.

Note: This position does not involve wiring, hardware setup, or remote access troubleshooting.

Work Schedule

• Shift options: 8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM
  Onsite during training; hybrid schedule once fully trained

Key Responsibilities

Receive and respond to help desk phone calls and emails

Troubleshoot and resolve application-related issues
Identify hardware vs. application problems and log incidents
Create and manage ServiceNow incidents for all requests
Escalate issues according to defined procedures
Guide users through step-by-step problem resolution
Research issues using technical databases and internal resources
Provide timely status updates and accurate solutions
Follow quality standards and document time spent on tasks
Assist with software installations, updates, and basic computer repairs
Support senior technical staff with reports and data gathering
Perform limited physical tasks (report delivery, cable cleanup, equipment moving)

Required Skills & Experience

• Help Desk / Call Center Support – 3+ years
• ServiceNow incident creation and escalation – 3+ years
• Phone and email support responsiveness – 3+ years
• Software installation and updates – 3+ years
• Computer repairs and troubleshooting – 3+ years
• Running reports and administrative support – 1+ year
• Basic equipment handling and cable cleanup – 1+ year
  Strong written and verbal communication skills
  Ability to work effectively in a team environment

Additional Information

Contractors will rotate between onsite and remote work

Training will be conducted onsite
- Strong customer service and communication skills are essential