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# Tier 1 Help Desk Analyst - HDA 26-07581

- **Company:** Navitas, Inc.
- **Location:** Harrisburg, PA, United States
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, Active Directory, Computer Networks, Issue Tracking Systems, Microsoft Office, Microsoft Operating Systems, IBM Resource Access Control Facility, Call Tracing, User Accounts
- **Published:** June 24, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=f85666f27f008aed

## About the Role

Do you have experience in Windows?, * Minimum 1+ year of IT Service Desk or Call Center experience

 * Experience with call tracking and ticketing systems
 * Strong customer service and communication skills (verbal and written)
 * Ability to support non-technical users with varying levels of technical knowledge
 * Strong attention to detail and problem-solving abilities
 * Excellent organizational and multitasking skills
 * Basic Active Directory administration (user accounts and security groups)
 * Knowledge of Microsoft operating systems, especially Windows 7 and Office 365
 * Experience troubleshooting Office 365 in a network environment (permissions, calendar sharing, delegation)
 * Self-motivated with a strong focus on delivering excellent customer service, * Strong phone and interpersonal skills
 * Team-oriented mindset
 * Reliability and consistency in a high-volume support environment
 * Ability to follow processes and documentation accurately

## Description

The Tier 1 Help Desk Analyst provides first-level technical support to end users, primarily through phone-based interactions. This role is focused on high-volume call handling, including password resets, basic troubleshooting, and application support. Strong customer service skills, reliability, and communication are essential for success in this position., * Provide technical assistance and support to end users via phone

 * Troubleshoot hardware, software, and system-related issues
 * Perform password resets and user account support using Active Directory and RACF
 * Create, document, and escalate tickets to Tier 2 or third-party support teams as needed
 * Guide users through diagnostic procedures and issue resolution steps
 * Maintain accurate records in call tracking and ticketing systems
 * Ensure adherence to quality standards and customer service expectations
 * Collaborate effectively with team members and other departments
 * Dispatch and track service providers for hardware or system repairs
 * Research and update documentation, knowledge base articles, and troubleshooting guides


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