Help Desk Analyst

2 weeks ago

Philadelphia, Pennsylvania, United States Jobs via Dice Full time

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Refulgent Technologies Inc., is seeking the following. Apply via Dice today

Job :
Help Desk Analyst (HDA2 / Call Center Analyst)

Location :Dauphin County, PA, USA
The Help Desk Analyst provides first-level technical support in a call center environment. The role focuses on assisting users with application access, login issues, password resets, and basic troubleshooting. Issues beyond Tier 1 are escalated to Tier 2 support following defined procedures.

Responsibilities

  • Handle incoming calls and emails from users regarding application and system issues
  • Assist users with login problems, password resets, and application navigation
  • Identify whether issues are application-related or hardware-related and log tickets accurately
  • Troubleshoot and resolve Tier 1 support issues using documented procedures
  • Escalate unresolved issues to Tier 2 support when required
  • Document incidents, requests, and resolutions in the ticketing system
  • Research technical issues using knowledge bases and internal documentation
  • Provide clear and timely status updates to users
  • Follow quality standards and service-level agreements (SLAs)
  • Track and report time spent on work activities
  • Support system changes, upgrades, and new application rollouts
  • Work collaboratively in a team environment

Required Skills

  • Strong verbal and written communication skills
  • Experience in Help Desk or Call Center support environment
  • Knowledge of basic computer hardware and software concepts
  • Experience with password resets, user access, and application support
  • Familiarity with ticketing systems and incident tracking tools
  • Ability to follow troubleshooting procedures and escalation processes
  • Customer service oriented with strong problem-solving skills
  • Ability to multitask and manage time effectively
  • Team player with a professional attitude

  • IT Help Desk Analyst

    1 week ago

    Philadelphia, Pennsylvania, United States Revel Staffing Full time

    A respected defense industry organization is conducting a confidential search for a IT Help Desk Analyst to provide first-line technical support in a fast-paced, high-volume environment. This role offers hybrid flexibility and the opportunity to work with enterprise-level systems supporting defense-related clients.Key ResponsibilitiesServe as the first...

  • Help Desk Analyst

    3 days ago

    Philadelphia, Pennsylvania, United States Tri-Force Consulting Services, Inc. Full time

    Job Title: Help Desk AnalystLocation: 800 W. Montgomery Ave | Philadelphia, PA 19122Client: Philadelphia Gas WorksNote: This is an on-site positionJob DescriptionRequired Skills and Experience.Minimum 2 years of experience working in a single point of contact help desk Experience using Jira Service Management Helpdesk application Experience using GroupLink's...

  • Help Desk Analyst

    2 weeks ago

    Philadelphia, Pennsylvania, United States Tri-Force Consulting Services, Inc. Full time

    Title: Help Desk Analyst (Part-Time)Location: 4548 Market Street, Philadelphia, PANote: On-site role for about 15-20 hours a weekJob Description:Someone who has experience supporting Microsoft Azure server hosting, Office365 related issues, networking, laptop/desktop or software related support issues Provide first-level technical support for hardware,...

  • Level One Help Desk Admin- End User Support

    5 days ago

    Philadelphia, Pennsylvania, United States Contour Data Solutions Full time

    Level 1 Help Desk Admin - End User SupportJob Location: RemoteFull time positionExperience- 5+ yearsSalary: 50-65kJob Description:Contour Data Solutions is looking for a person wanting to make an immediate impact in a rapidly changing, fast paced environment. The position is part of a technology team that has responsibility for internal and customer facing...

  • IT Support Analyst

    2 weeks ago

    Philadelphia, Pennsylvania, United States Almo Full time

    What you will do: The IT Desktop Support Analyst will be responsible for supporting the daily operation of JAM's IT help desk. This is a fast-paced position that will require you to provide assistance to internal employees through various forms of communication (in person, over the phone or through written communications). If you are energetic, customer...

  • Help Desk

    39 minutes ago

    Philadelphia, Pennsylvania, United States BlueSky Resource Solutions Full time

    Key ResponsibilitiesProvide Level 1–2 support for Apple iPhones (iOS).Enroll, configure, and manage devices via MDM.Troubleshoot iOS, app, email, connectivity, and security issues.Support device lifecycle activities (onboarding, upgrades, replacements).Enforce mobile security and compliance policies.Document tickets and resolutions; communicate clearly...

  • IT Support Analyst

    8 hours ago

    Philadelphia, Pennsylvania, United States Almo Corporation Full time

    *What You Will Do:*The IT Desktop Support Analyst will be responsible for supporting the daily operation of JAM's IT help desk. This is a fast-paced position that will require you to provide assistance to internal employees through various forms of communication (in person, over the phone or through written communications). If you are energetic, customer...

  • Board Certified Behavior Analyst

    1 week ago

    Philadelphia, Pennsylvania, United States BEHAVIOR INTERVENTIONS INC Full time $68,400 - $105,600

    Job Details Job Location: Philadelphia, PA 19107 Salary Range: $68, $105,600.00 Salary/yearPosition:  Board Certified Behavior AnalystLocation: Philadelphia, PABoard-Certified Behavior Analyst (BCBA), full time and part time BCBA positions available in Philadelphia, PA.Check us out on YouTube: Our Mission and MotivationGrow with Us Why Board-Certified...

  • Board Certified Behavior Analyst

    2 days ago

    Philadelphia, Pennsylvania, United States BEHAVIOR INTERVENTIONS INC Full time $68,000 - $105,000

    Job Details Job Location:    Philadelphia, PA Salary Range:    $ $ Salary/year DescriptionPosition:  Board Certified Behavior AnalystLocation: Philadelphia, PABoard-Certified Behavior Analyst (BCBA), full time and part time BCBA positions available in Philadelphia, PA.Check us out on YouTube: Our Mission and MotivationGrow with Us Why...

  • Senior Audit Analyst

    1 week ago

    Philadelphia, Pennsylvania, United States Independence Blue Cross Full time

    Bring your drive for excellence, team orientation, and customer commitment to Independence; help us renew and reimagine our business and shape the future of health care.Senior Audit Analyst Job Summary:Serve in a senior role to ensure the timely completion of operational (and some financial) external audit projects in accordance with agreed-upon audit...