Tier 1 Technical Support

We are seeking a reliable, communication-focused Tier 1 Help Desk Analyst to join our team. This is a 100% phone-based operational role focused on delivering exceptional application support and password resets.

Note: We can teach you the specific IT systems, but you must bring top-tier people skills, patience, and a great telephone manner!

Location: Harrisburg, PA 17104

Work Arrangement: 100% Onsite (Telework every Friday!)

Interview Process: 1-Hour In-Person Interview (Local candidates heavily preferred)

Key Responsibilities

• Provide technical assistance, software support, and advice to end-users via phone.
• Resolve password resets and account lockouts using Active Directory.
• Document, track, and escalate technical issues using ticketing software.
• Walk non-technical users through basic troubleshooting steps with clarity and patience.

Important Skills & Qualifications (Must Have)

To be considered, your resume must clearly show 1+ years of experience in the following areas:

• IT Help Desk / Call Center: At least 1 year of experience handling high-volume phone support.
• Active Directory: Basic administration, including managing user accounts and security groups.
• Office 365 & Windows: Strong skills troubleshooting O365 (permissions, calendar sharing, delegation) within a network environment.
• Ticketing Systems: Practical experience using call tracking and ticketing software.
• Communication: Exceptional verbal and written communication skills with a professional telephone etiquette.

Schedule & Extra Details

• Full-time (40 hours/week).
• Saturday work (8 AM 12 PM) is required only once a quarter (with a 2-week advance notice).
• Includes a comprehensive 3-to-4-week training cycle upon starting.