Job ID: JOB_ID_11199
Job Title: Tier 1 Service Desk Analyst
Location: Harrisburg, PA
Duration: 1 month (initial, with potential for extension/full-time)
Work Model: Hybrid (initial on-site training, then remote)
Job Summary:
We are seeking a motivated and customer-focused Tier 1 Service Desk Analyst to provide first-level IT support for the Conservation & Environment Delivery Center (CEDC). This role is crucial for supporting internal users across multiple agencies and boards, as well as external users accessing CEDC websites. The initial phase involves on-site training in Harrisburg, PA, after which the position transitions to a full-time remote (telework) role, subject to policy changes. The ideal candidate will possess a strong customer service mindset, effective technical troubleshooting skills, and the ability to excel in a team environment.
Key Responsibilities:
- Provide comprehensive technical support via phone and email for hardware, software, and system-related issues.
- Serve as the primary point of contact for Level 1 support inquiries, ensuring timely and accurate escalation of issues when necessary.
- Diagnose and resolve basic technical issues by guiding users through clear and concise troubleshooting steps.
- Meticulously document and track all incidents and service requests within the ticketing system (ServiceNow).
- Monitor and respond promptly to incoming calls through call center systems, maintaining high service standards.
- Collaborate effectively with team members to research complex issues and implement efficient solutions.
- Ensure strict adherence to defined Service Level Agreements (SLAs) and quality standards.
- Contribute to the continuous improvement of our support services by updating knowledge base articles, user manuals, and support procedures.
Required Qualifications:
- Minimum of 3 years of Help Desk / Tier 1 support experience.
- Strong communication and interpersonal skills, with a focus on excellent customer service.
- Proven ability to work effectively and collaboratively within a team environment.
- Basic understanding of computer systems, software, and hardware troubleshooting principles.
Preferred Qualifications:
- Previous experience working in a dedicated service desk or call center environment.
- Hands-on experience with ServiceNow or similar IT Service Management (ITSM) ticketing tools.
Required / Desired Skills Matrix:
| Skill | Requirement Level | Experience |
|---|---|---|
| Tier 1 Help Desk Experience | Required | 3 Years |
| Team Collaboration | Required | N/A |
| ServiceNow / Ticketing System Experience | Highly Desired | N/A |
This role is an excellent opportunity for an individual looking to grow their IT support career within a critical state agency. The transition to a remote work model after initial training offers flexibility. We are looking for candidates who are proactive, detail-oriented, and committed to providing exceptional user support.
Special Requirements
Hybrid, Remote after training
Compensation & Location
Salary: $45,000 – $60,000 per year (Estimated)
Location: Harrisburg, PA
Recruiter / Company – Contact Information
Recruiter / Employer: Direct Client
Email: khushboo.mourya@v3it.com
Recruiter Notice:
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