Job Listing Information

Service Desk Analyst
  • 15-Apr-2026 to 29-Apr-2026 (UTC)
  • Harrisburg, PA, USA
  • Full Time
  • Long Term Contract Length
  • 40 Weekly Hours

Key Responsibilities:

- Provides technical assistance, support, and advice to end users for hardware, software, and systems.

- Ensure quality standards and SLAs are followed.

- Serves as a contact for level 1 support for users having problems using computer software, hardware, and operating systems, and escalates as necessary.

- Coordinates with co-workers to research problems and find solutions.

- Coordinates with user to participate in diagnostic procedures or by listening to and following instructions.

- Track every call or email in the IT ticketing system, currently ServiceNow.

- Monitor call center software for incoming calls and answer promptly.

- Suggest update to the user-training manuals, KB’s, and procedures.

 

Required Experience

- 1 to 3 years of help desk experience

 

Preferred Qualifications

- Experience at a similar service desk environment

- Experience with ServiceNow or similar ticketing system

 

Fill the skill matrix below:

Skill

Required/Desired

Amount

Candidate's No. of years of experience

Tier 1 Help Desk Experience

Required

3

 

Able to work in a team environment.

Required

  

 

Experience with ServiceNow or similar ticketing system.

Highly desired