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# Help Desk Analyst

- **Company:** Professional Technology Integration (PTI)
- **Location:** Harrisburg, PA, United States (Remote available)
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, Access Network, Active Directory, Computer Networks, Computer Literacy, Microsoft Office, Networking Basics, ServiceNow IT Service Management, Office365, Os Ticket, Call Tracing, User Administration
- **Published:** August 25, 2026
- **Apply:** https://professionaltechintegration.com/PTICloud9/index.php?option=com_mycareer&job=apply&jpid=18630&Itemid=568

## About the Role

* 1+ years of prior experience in an IT Service Desk or technical Call Center environment.
 * Hands-on experience with IT ticketing and incident management systems.
 * Practical knowledge of Active Directory (account creation, resets, and group assignments).
 * Strong working knowledge of Windows operating systems and the Microsoft Office 365 suite.
 * Proven ability to troubleshoot email, calendar delegation, and basic network permission issues.
 * Exceptional verbal communication, listening, and telephone customer service skills.
 * Strong organizational skills and attention to detail., * IT Service Desk and/or Call Center experience (Required 1 Years)
 * Experience with call tracking and ticketing software (Required 1 Years)
 * Attentive to details and ability to be resourceful (using supplied documentation) (Required 1 Years)
 * Ability to support users with limited knowledge of computers, software, hardware and systems (Required 1 Years)
 * Above average communication skills and telephone manner. (Required 1 Years)
 * Basic User & Security Group Active Directory administration (Required 1 Years)
 * Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 (Required 1 Years)
 * Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) (Required 1 Years)
 * Excellent organizational skills (Required 1 Years)
 * You will be a self-motivated achiever who gains satisfaction from providing excellent customer service (Required 1 Years)

## Description

We are seeking a customer-focused Tier 1 Help Desk Specialist to provide frontline technical support. This position is 100% phone-based, focusing on handling incoming user inquiries, call logging, password resets, basic Active Directory administration, and standard application troubleshooting., * Answer inbound technical support calls continuously throughout shift with professional telephone etiquette.

 * Log, track, and manage all support requests using ticketing and call-tracking software.
 * Perform basic Active Directory tasks, including user management, password resets, and security group administration.
 * Support end-users with varying technical abilities on standard hardware, software, and network access issues.
 * Troubleshoot Microsoft Office 365 issues, including user permissions, calendar sharing, and email delegation within a networked environment.
 * Follow standard operating procedures and technical documentation to resolve issues on the initial call.


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