> Markdown version of [/jobs/ext/1722836-help-desk-analyst](https://www.wearedevelopers.com/jobs/ext/1722836-help-desk-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Help Desk Analyst

- **Company:** Keystone Human Services, Inc.
- **Location:** Harrisburg, PA, United States
- **Salary:** $43,680.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Desktop Computing, Web Browsers, Networking Hardware, Virtual Private Networks (VPN), Local Area Networks, Microsoft Office, Office Suite, System Software, Wide Area Networks, Enterprise Software Applications, Computerised Systems, Information Technology
- **Published:** July 10, 2026
- **Apply:** https://keystonehumanservices.wd5.myworkdayjobs.com/KHS_Careers/job/Harrisburg-PA/Help-Desk-Analyst_R22939

## About the Role

* High school diploma or equivalent and two years of computer support experience OR an associate degree in Computer Science with six months of computer support experience
 * A+ Certification or equivalent hardware skills preferred
 * Strong knowledge of computer systems, Information Technology (IT) components, and software including Windows operating systems, Microsoft Office suite, email distribution lists, and internet browsers
 * Functional knowledge of internet security and data privacy principles
 * Experience with Local Area Networks (LAN), Wide Area Networks (WAN), and Virtual Private Networks (VPN) preferred
 * Exceptional oral and written communication skills, including the ability to read, interpret, and apply written information
 * Ability to prioritize, manage, and troubleshoot multiple projects using effective time-management and organizational skills

## Description

* Serve as a primary responder, second only to Associate Help Desk Analysts, for incoming calls, emails, and walk-ins while providing friendly, consistent, and timely service to end users
 * Work to resolve employee technology issues during the first interaction whenever possible
 * Collaborate effectively with end users and remain professional when supporting callers in stressful situations
 * Track assigned service calls from start to finish to ensure issues and requests are resolved within established Service Level Agreements (SLAs)
 * Provide basic technical support for computers, printers, networking hardware and software, office software, and enterprise applications within corporate technology guidelines
 * Document work accurately, thoroughly, and in a timely manner using tracking system software
 * Escalate calls and requests to the appropriate management level when thresholds are exceeded, including timely communication of issues and concerns to supervisors
 * Communicate service call status updates to end users and internal stakeholders
 * Create and delete Active Directory (AD) accounts as assigned
 * Process name changes as assigned
 * Complete new hardware requests, including receiving deliveries and collaborating with the team on purchases
 * Troubleshoot and repair hardware as tickets are assigned
 * Collaborate with the team on new hardware image creation as needed
 * Maintain positive working relationships with agency personnel and vendors
 * Provide on-call support as required according to the rotation schedule


## Related Videos

- [How Web AI Can Power the Agentic Web - Jason Mayes (Google)](https://www.wearedevelopers.com/videos/1896-how-web-ai-can-power-the-agentic-web-jason-mayes-google)
- [Flexibility is Key: Unlocking the Advantages of Versatile Software Solutions for Strategic Innovatio](https://www.wearedevelopers.com/videos/1943-flexibility-is-key-unlocking-the-advantages-of-versatile-software-solutions-for-strategic-innovatio)
- [One Platform Could Not Fit Them All](https://www.wearedevelopers.com/videos/1919-one-platform-could-not-fit-them-all)
- [Privacy-first in-browser Generative AI web apps: offline-ready, future-proof, standards-based](https://www.wearedevelopers.com/videos/1572-privacy-first-in-browser-generative-ai-web-apps-offline-ready-future-proof-standards-based)
- [Architecture Communication Canvas](https://www.wearedevelopers.com/videos/674-architecture-communication-canvas)
- [How Sparking Developer Joy Unlocks Developer Productivity](https://www.wearedevelopers.com/videos/613-how-sparking-developer-joy-unlocks-developer-productivity)

## Related Articles

- [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)
- [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria)
- [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam)
- [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)
- [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking)
- [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs)