IT Help Desk Analyst

As a Help Desk / Systems Analyst you will be one of the first points of contact for our customers and end users. You will help troubleshoot technical issues, provide friendly and professional support, document work in our ticketing system, and work closely with the rest of the InTech team to make sure customer issues are resolved quickly and correctly.

We are looking for someone who has some real-world IT experience, but who is also eager to learn, take ownership, and grow into a larger role within the company.

Responsibilities

Provide first-level technical support to customers and end users

Respond to support requests by phone, email, ticketing system, and in person

Provide on-site support at healthcare and business customer locations

Travel between customer sites in the Altoona, Tyrone, State College, and surrounding areas

Troubleshoot Windows workstations, Microsoft 365, printers, network connectivity, email, basic application issues, and user account problems

Assist with workstation setup, hardware deployment, software installs, network troubleshooting

Walk customers through technical issues in a clear, patient, and professional manner

Document all work performed in the ticketing system

Track, route, and escalate unresolved issues to the appropriate team members

Follow up with customers to confirm issues are resolved and service expectations are met

Maintain a professional, friendly, and customer-focused attitude

Work as part of a team in a fast-moving IT support environment

Continue learning customer environments, help desk procedures, business-class IT systems, and healthcare technology workflows

Recommend process improvements when recurring issues or better workflows are identified

Do you have experience in Windows?, We are looking for a customer-service-oriented Help Desk / Systems Analyst to join our team. This position is a great fit for someone with 1 to 2 years of IT support experience who enjoys working with people, solving technical problems, and wants to grow with a company long-term., 1 to 2 years of help desk, desktop support, field support, or technical customer support experience preferred

Working knowledge of Windows desktops, Microsoft 365, printers, basic networking, and remote support tools

Strong communication and customer service skills

Ability to work directly with customers in a professional, friendly, and patient manner

Strong troubleshooting skills and the ability to work through technical problems logically

Dependable, organized, and willing to take ownership of assigned issues

Ability to multitask and manage multiple support requests

Comfortable providing on-site support at customer locations

Willing and able to travel between local customer sites

Outgoing personality and a genuine interest in helping people

Desire to grow in IT and become a long-term part of the InTech team

Preferred Qualifications

Experience working in a help desk or managed services environment

Experience supporting healthcare, medical office, or hospital users is helpful but not required

Experience with ticketing systems and remote support tools

Basic understanding of Active Directory, Microsoft 365 administration, networking, VPNs, and business-class IT environments

CompTIA A+, Network+, Microsoft, or other IT certifications are helpful but not required, This is a great opportunity for someone who already has some IT experience and wants to take the next step in their career. The right candidate will have the opportunity to learn, grow, work in meaningful customer environments, and become an important part of the InTech team.

We value technical ability, customer service, reliability, personal accountability, and a willingness to learn. If you enjoy helping people, solving problems, and being part of a company where your work matters, we would like to hear from you., * There is travel between Huntingdon, Tyrone, and State College customers that is required as a part of this position. Are you able to travel between customer locations as needed?

Experience:

• Help desk: 1 year (Required)
• Windows: 1 year (Required)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• State College, PA 16801 (Required)

Pulled from the full job description

• Travel reimbursement
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Dental insurance
• Life insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

InTech Network Solutions is a full-service IT services and Managed Service Provider located in Central Pennsylvania. We provide managed IT services, cybersecurity, networking, help desk support, and technology support to healthcare organizations and businesses throughout the region., InTech Network Solutions is a growing IT services company with a strong reputation for responsive, professional, and customer-focused support. We work closely with our customers and take pride in delivering practical technology solutions that help their businesses operate successfully.