Help Desk Support Specialist

3 days ago


Harrisburg, Pennsylvania, United States NavitsPartners Full time
Job Summary

We are seeking a skilled Help Desk Analyst to join our team at NavitsPartners. As a Help Desk Analyst, you will be responsible for providing technical assistance to end-users via phone, handling password resets, and offering application support.

Key Responsibilities:

  • Provide technical assistance for hardware, software, and system issues over the phone
  • Troubleshoot and resolve end-user software and hardware problems
  • Apply technical knowledge to resolve issues and improve user experience
  • Communicate effectively with technical and non-technical colleagues
  • Guide users through diagnostic procedures over the phone or using diagnostic software
  • Create and escalate trouble tickets to Tier 2 or 3rd party providers as necessary
  • Maintain high-quality standards while delivering excellent customer service
  • Reset and restore user accounts and passwords using RACF or Active Directory
  • Coordinate product repairs with service providers
  • Update reference materials and tools to support issue resolution
  • Collaborate in a team environment and meet deadlines

Requirements:

  • 1+ years of experience in an IT Service Desk or Call Center
  • Experience with call tracking and ticketing software
  • Strong attention to detail and the ability to utilize provided documentation
  • Ability to support users with limited technical expertise
  • Excellent communication skills and a professional telephone demeanor
  • Basic knowledge of Active Directory for User & Security Group administration
  • Strong familiarity with Microsoft operating systems, particularly Windows 7 and Office 365
  • Proficiency in troubleshooting Office 365 in a network environment (e.g., permissions, calendar sharing, delegation)
  • Strong organizational skills
  • Self-motivated with a customer service mindset

Preferred: Local candidates from the Harrisburg, PA area are preferred.


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