Help Desk Analyst
Navitas Healthcare LLC, Harrisburg, PA, United States
Job Title:
Help Desk Analyst
Duration:
6-12 Months (Tentative)
Location:
Harrisburg, PA (Hybrid)
Position Overview
"Navitas Partners, LLC" is seeking a
Help Desk Analyst
to provide first-level technical support in a call center environment. The role involves assisting end users with login issues, password resets, application navigation, and general technical troubleshooting. All complex issues will be escalated to Tier 2 support in accordance with established procedures.
This position does not involve hardware installation, physical wiring, remote system access, or infrastructure configuration.
Key Responsibilities
Receive and respond to incoming calls and emails from end users experiencing application or system-related issues
Diagnose and identify the nature of reported issues (application, hardware, or user-related) and log all incidents in the tracking system
Create and manage service tickets using Service Management tools (e.g., ServiceNow)
Escalate issues to appropriate technical teams following defined escalation procedures
Guide users through step-by-step troubleshooting and problem resolution
Research technical issues using knowledge bases, documentation, and collaboration with team members
Provide accurate responses to general usage and administrative system inquiries
Communicate status updates clearly and consistently to end users and stakeholders
Track, document, and report time spent on support activities
Ensure adherence to established service quality standards and procedures
Collaborate effectively within a team-oriented environment
Complete assigned tasks within defined SLAs
Additional Duties (As Needed)
Support senior technical staff with basic operational tasks such as data collection and report generation
Run and distribute daily operational reports
Assist with software installations and system updates on agency computers
Perform basic desktop support tasks as required
Support equipment organization activities such as cable management, workspace setup, and data center maintenance tasks
Required Skills & Competencies
Prompt and professional response to help desk calls and emails
Experience working in a ticketing system (ServiceNow preferred)
Strong troubleshooting and problem-solving abilities
Ability to escalate issues appropriately to senior technical staff
Good understanding of basic computer systems and business applications
Ability to run reports and handle administrative support tasks
Strong communication skills (verbal and written)
Ability to work effectively in a team-based environment
Attention to detail and strong organizational skills
For more details reach at
resumes@navitassols.com
About Navitas Partners, LLC:
It is a certified WBENC and one of the fastest-growing
Technical / IT
staffing firms in the US providing services to numerous clients. We offer the most competitive pay for every position. We understand this is a partnership. You will not be blindsided and your salary will be discussed upfront.
Help Desk Analyst
Duration:
6-12 Months (Tentative)
Location:
Harrisburg, PA (Hybrid)
Position Overview
"Navitas Partners, LLC" is seeking a
Help Desk Analyst
to provide first-level technical support in a call center environment. The role involves assisting end users with login issues, password resets, application navigation, and general technical troubleshooting. All complex issues will be escalated to Tier 2 support in accordance with established procedures.
This position does not involve hardware installation, physical wiring, remote system access, or infrastructure configuration.
Key Responsibilities
Receive and respond to incoming calls and emails from end users experiencing application or system-related issues
Diagnose and identify the nature of reported issues (application, hardware, or user-related) and log all incidents in the tracking system
Create and manage service tickets using Service Management tools (e.g., ServiceNow)
Escalate issues to appropriate technical teams following defined escalation procedures
Guide users through step-by-step troubleshooting and problem resolution
Research technical issues using knowledge bases, documentation, and collaboration with team members
Provide accurate responses to general usage and administrative system inquiries
Communicate status updates clearly and consistently to end users and stakeholders
Track, document, and report time spent on support activities
Ensure adherence to established service quality standards and procedures
Collaborate effectively within a team-oriented environment
Complete assigned tasks within defined SLAs
Additional Duties (As Needed)
Support senior technical staff with basic operational tasks such as data collection and report generation
Run and distribute daily operational reports
Assist with software installations and system updates on agency computers
Perform basic desktop support tasks as required
Support equipment organization activities such as cable management, workspace setup, and data center maintenance tasks
Required Skills & Competencies
Prompt and professional response to help desk calls and emails
Experience working in a ticketing system (ServiceNow preferred)
Strong troubleshooting and problem-solving abilities
Ability to escalate issues appropriately to senior technical staff
Good understanding of basic computer systems and business applications
Ability to run reports and handle administrative support tasks
Strong communication skills (verbal and written)
Ability to work effectively in a team-based environment
Attention to detail and strong organizational skills
For more details reach at
resumes@navitassols.com
About Navitas Partners, LLC:
It is a certified WBENC and one of the fastest-growing
Technical / IT
staffing firms in the US providing services to numerous clients. We offer the most competitive pay for every position. We understand this is a partnership. You will not be blindsided and your salary will be discussed upfront.