Help Desk Support

Job Summary

TEKsystems c/o Allegis Group is hiring a Help Desk Support analyst in West End, Dauphin County, US. This role provides phone‑based assistance for login issues, password resets, and application navigation, escalating complex tickets to Tier 2 when needed.

Key Responsibilities

• Answer inbound calls and respond to help‑desk tickets promptly.
• Verify user identity and perform password resets and account unlocks.
• Guide users through business applications, troubleshooting login and navigation problems.
• Document each interaction in the ticketing system with clear notes and resolution steps.
• Escalate unresolved or higher‑complexity issues to Tier 2 support while providing all relevant details.
• Maintain knowledge of current software versions, security policies, and internal procedures.
• Contribute to knowledge‑base articles to improve self‑service resources.

Qualifications

• High school diploma or equivalent; associate degree or relevant certifications (e.g., CompTIA A+, ITIL) preferred.
• Strong verbal communication and customer‑service skills.
• Basic understanding of Windows/Mac operating systems and common business applications.
• Ability to follow scripted troubleshooting steps and document outcomes accurately.
• Experience in a call‑center or help‑desk environment is a plus.

What We Offer

• Competitive annual salary of $49,029.
• Full‑time, on‑site position with regular daytime hours.
• Opportunities for skill development and internal advancement.

Frequently Asked Questions

What type of support does the Help Desk Analyst provide?

The analyst handles phone‑based login help, password resets, and application navigation, escalating complex issues to Tier 2.

Is any hardware wiring or remote access required?

No. The role focuses solely on call‑center support; there is no wiring, hardware installation, or remote desktop work.

What qualifications are needed for this position?

A high school diploma (or higher) and strong communication skills are required; certifications like CompTIA A+ are preferred.