Help Desk Analyst

Keystone Human Services is seeking a Help Desk Analyst to join our Information Technology team. In this role, you will provide friendly, consistent, and timely technical support to employees in a call center environment. You will help resolve technology issues, provide clear guidance, and support the organization’s goals through effective problem solving and customer service.

The Help Desk Analyst serves as a primary point of support for incoming calls, emails, and walk-ins, assisting employees with computers, printers, networking hardware and software, office software, and enterprise applications. This position documents and tracks service calls, escalates issues when needed, and collaborates with end users, team members, agency personnel, and vendors to ensure timely and effective resolution. The Help Desk Analyst also supports Active Directory account updates, hardware requests, troubleshooting, repairs, and on-call support according to the rotation schedule.

Responsibilities Include:

• Promote Keystone’s mission, values, and culture through all aspects of the role

• Respond to incoming calls, emails, and walk-ins while providing friendly, consistent, and timely service to end users

• Troubleshoot and resolve employee technology issues, escalating service calls to second-level support or management when needed

• Provide basic technical support for computers, printers, networking hardware and software, office software, and enterprise applications

• Track assigned service calls from start to finish to ensure issues and requests are resolved within established service level agreements

• Document work accurately, thoroughly, and in a timely manner using tracking system software

• Create and update Active Directory accounts, process name changes, and complete assigned hardware requests

• Troubleshoot hardware concerns, complete repairs as assigned, and collaborate with the team on new hardware image creation

• Maintain positive working relationships with end users, agency personnel, vendors, and internal team members

• Maintain appropriate professional boundaries and follow Keystone policies, procedures, safety standards, and confidentiality requirements

• Provide on-call support as required according to the rotation schedule

• Perform other duties as assigned

Compensation & Benefits:

• $21.00 per hour, may increase based on education and/or experience

• Actual compensation will be determined based on localized market data, skills, experience, and education

• Hybrid work schedule with a minimum of two days per week working from the Harrisburg office

• Eligible employees will have access to our comprehensive benefits package, including medical, dental, and vision insurance; 401(k)-retirement plan with company match; paid time off (PTO); tuition reimbursement, wellness programs, and more

Education & Experience Qualifications:

• High school diploma or equivalent and two years of computer support experience required or

• Associate degree in Computer Science and six months of computer support experience required

• A+ Certification or equivalent hardware skills preferred

Additional Qualifications:

• Thorough knowledge of computer systems, IT components, Windows operating systems, Microsoft Office, email distribution lists, and internet browsers

• Functional knowledge of internet security and data privacy principles

• Experience with Local Area Networks, Wide Area Networks, and Virtual Private Networks preferred

• Exceptional written and verbal communication skills with the ability to read, interpret, and apply written information

• Ability to prioritize, manage, and troubleshoot multiple projects using effective time-management and organizational skills

• Ability to learn and apply advanced computer skills, including computer software and web-based systems

• Valid driver’s license and reliable access to a privately maintained and insured vehicle

• Ability to successfully complete the pre-employment process, including background checks, clearances, and verifications

Keystone Human Services prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on any category protected by applicable federal, state, or local law.

Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.