Help Desk Analyst
SR International Incorporation
full-time
Posted on:
Location Type: Hybrid
Location: Harrisburg • Pennsylvania • 🇺🇸 United States
Visit company websiteSalary
💰 $20 per hour
Job Level
Mid-LevelSenior
Tech Stack
ServiceNow
About the role
- Receive and respond to help desk phone calls and emails
- Troubleshoot and resolve application-related issues
- Identify hardware vs. application problems and log incidents
- Create and manage ServiceNow incidents for all requests
- Escalate issues according to defined procedures
- Guide users through step-by-step problem resolution
- Research issues using technical databases and internal resources
- Provide timely status updates and accurate solutions
- Follow quality standards and document time spent on tasks
- Assist with software installations, updates, and basic computer repairs
- Support senior technical staff with reports and data gathering
- Perform limited physical tasks (report delivery, cable cleanup, equipment moving)
Requirements
- Help Desk / Call Center Support – 3+ years
- ServiceNow incident creation and escalation – 3+ years
- Phone and email support responsiveness – 3+ years
- Software installation and updates – 3+ years
- Computer repairs and troubleshooting – 3+ years
- Running reports and administrative support – 1+ year
- Basic equipment handling and cable cleanup – 1+ year
- Strong written and verbal communication skills
- Ability to work effectively in a team environment
Benefits
- Strong customer service and communication skills are essential
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
help desk supportcall center supportServiceNow incident managementsoftware installationsoftware updatescomputer repairstroubleshootingreport generationadministrative supportcable cleanup
Soft skills
strong written communicationstrong verbal communicationteamworkproblem resolutionresponsiveness