Keystone Human Services IT Department has an exciting opportunity for a Help Desk Analyst to work out of our Harrisburg, PA office.

The Help Desk Analyst will provide employees with friendly and consistent support and guidance in a call center environment. This individual will provide quick, clear, and accurate solutions to support the achievement of organizational goals and objectives.  

Essential Functions: 
•    Accepts and registers Service Calls
•    Effectively collaborates with end users and handles stressful situations involving callers
•    Tracks the progress of assigned Service calls throughout the process, from start to finish, to ensure that issues and requests are resolved within the agreed Service Level Agreement (SLA)
•    Attempts to resolve employee issues on the first execution
•    Refers Service Calls to second level support when necessary
•    Escalates calls and requests to the appropriate management level when thresholds are violated
•    Communicates internally and externally the status of service calls with end users
•    Updates data in tracking software as required 

Minimum Requirements:

•    High School Diploma or equivalent and two years computer support experience or an associate degree in computer science with six months of computer support experience required. 
•    A+ Certification or equivalent hardware skills preferred.
•    Thorough knowledge of computer systems, Information Technology (IT) components and various software including Windows Operating systems, Microsoft Office suite, Email distribution lists, and various internet browsers. 
•    Functional knowledge of internet security and data privacy principles. 
•    Experience with Local Area Networks (LAN), Wide Area Networks (WAN) and Virtual Private Network (VPN) preferred.  
•    Exceptional ability to communicate both orally and in writing and to be able 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 the use of computer software and other web-based systems. 
•    Access to a privately maintained and insured vehicle and valid driver’s license. 

Keystone Human Services is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, gender identity or any other protected characteristic under federal, state or local law. We believe in diversity and encourage any qualified individual to apply.

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.