60 Help Desk jobs in York

Location: Harrisburg, PA

Position Type: Hybrid

Hybrid Schedule: Onsite 4 days a week

Contract Length: 10 months + extensions

Position Overview: This is a Tier 1 Help Desk Analyst role focused entirely on phone-based customer support, including password resets and basic application troubleshooting. Ideal candidates will bring strong customer service and communication skills, thrive in a team environment, and possess some foundational IT knowledge though technical skills can be taught.

Duties:

• Provide technical support via phone for hardware, software, and systems.
• Assist users with password resets and basic troubleshooting using Active Directory and diagnostic tools.
• Investigate and resolve end-user issues by researching problems and guiding users through solutions.
• Escalate unresolved issues through Remedy to Tier 2 staff or third-party service providers.
• Deliver excellent customer service by maintaining clear and professional communication.
• Reset or restore LAN, mainframe, and user IDs/passwords using RACF or Active Directory.
• Coordinate repairs by dispatching and tracking service providers.
• Document and update knowledge base materials and troubleshooting guides.
• Support users with limited technical expertise using supplied documentation.
• Utilize ticketing and call tracking software to log and manage support requests.
• Troubleshoot and support Microsoft Windows 7 and Office 365 in a networked environment.
• Maintain strong organization and attention to detail while working in a fast-paced team.

Required Skills:

• 1+ years of IT Service Desk and/or Call Center experience.
• 1+ years of experience using call tracking and ticketing software.
• 1+ years of demonstrated attention to detail and ability to be resourceful using supplied documentation.
• 1+ years of experience supporting users with limited technical knowledge of computers, software, hardware, and systems.
• 1+ years of strong communication skills and professional telephone manner.
• 1+ years of experience with basic User & Security Group administration in Active Directory.
• 1+ years of strong knowledge of Microsoft operating systems, especially Windows 7 and Office 365.
• 1+ years of experience troubleshooting and using Office 365 in a network environment (including permissions, calendar sharing, and delegation).
• 1+ years of excellent organizational skills in a fast-paced environment.
• Must be a self-motivated achiever who takes pride in delivering excellent customer service.

• Receives calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
• Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.
• Escalates problems in accordance with defined procedures.
• Uses technical databases to research problems, and talks with co-workers to research problem and find solution.
• Tests software and hardware for troubleshooting and problem resolution.
• Assists in coordination of changes, upgrades, and new products, ensuring systems will operate correctly in current and future environment.
• Supports shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.

• 5+ years of relevant experience.
• Bachelor's degree.
• Strong customer service mindset.
• Microsoft 365/Windows OS - Windows 10, Microsoft Edge support.
• Microsoft SharePoint Online experience

• 1st Level telephone and other media contact support
• Strive for a high level of first contact resolution
• Respond to and resolve customer requests by providing fast, efficient and friendly customer service.
• Accurately document calls and incidents
• Manage time and workload to meet predetermined service levels
• Maintain data accuracy in our contact management system
• Assign incidents and requests to the correct support group
• Act as a single point of contact on incidents and problems logged
• Perform appropriate diagnostics to initiate problem management workflow process
• Provide clients with a reference number for their incident/request
• Become multi-skilled as workload changes occur within the Service Centre
• Champion, implement or support change
• Identify process efficiencies within the Service Centre and to take corrective action to implement change

100% On-site -- Joint Base Andrews (JBA), MD (US Citizenship required to obtain security clearance.)

Teracore is a Service Disabled Veteran Owned Small Business (SDVOSB) classified management consulting and information technology services firm. We are committed to creating and maintaining a corporate environment and culture that promotes long-term employment. Diverse talents help us to achieve the missions and objectives of our customers. We hope we can partner together to achieve those goals.

Project Background:

The contractors will support NGB/A1Y in Operational Research and Strategic Analysis for Air Force Recruiting Information Support System - Total Force (AFRISS-TF), making recommendations for planning, coordination, and execution of ANG mission requirements to enhance decision-making and productivity in recruiting and retention programs.

Position Description :

This is a Senior Help Desk/Systems Analyst position providing Functional liaison to the ANG Recruiting and Retention community for support and resolution of applicant or incentive processing problems. Performs account maintenance from establishing accounts to maintaining passwords to resolving VPN/Firewall access. Assists users in the qualification and processing of over 500,000 leads resulting in approximately 12,000 accessions per year. Validates recruiting process requirements across 5 interoperable system platforms comprising the ANG Recruiting and accession process. Leads maintenance of system documentation and training materials within a 4-5 person Help Desk Call Center mission.

Tasks/Responsibilities:

• Responsible for providing field support concerning the function and flow of automated recruiting and retention processes supporting recruiters and their leadership in the field.
  • Supports the Help Desk Call Center function providing Tier 1 and Tier 2 support using a trouble ticket tracking system that interfaces with the Configuration Management process in place to track and resolve issues and provide enhancements through iterative software development and implementation.
  • Conducts trouble-shooting of user activities to assist in the processing of applicants, on-line training, and continuous process improvement of software applications used to process leads and automate accession of qualified applicants from a worldwide geographical area of operations.
  • Identifies and analyzes ANG recruiting and retention functional defects/enhancement requests reported via Help Desk calls/emails from the ANG recruiter community, system monitoring or other meetings.
  • As the contractor lead for the ANG Help Desk, the Help Desk/Systems analysts will answer, analyze and evaluate Help Desk calls or emails, provide resolutions, open/document trouble tickets, and/or develop an SCR for those issues identified as defects or data maintenance requests.
    • Analyzes each defect, identify a root cause, research resolutions and create SCRs with an identified fix.
• Work within the Configuration Management process to track, update, and close tickets/SCRs within the designated trouble ticket/SCR tracking system.
  • • Ensure other Help Desk personnel are aware of the completion of requested actions and/or release of fixes to defects, enhancements or new capabilities.
• Works alongside support personnel to refine and document user requirements and validates that development in conjunction with functional OPRs using test plan scenarios.
  • Support personnel will consist of government, military and contracted analysts, Functionals, Programmers, Technical Writers, and other Help Desk personnel supporting Active, Guard, and Reserve.
• Evaluates changes to documented requirements in established standards and processes and maintain system documentation up to date, e.g. User Manuals and How-to Guides.
  • Provides advance notification to the field of upcoming releases in the form of Release Notes and System Status notifications.
  • Make changes to system and user documentation that significantly modifies the steps and/or screenshot content through design and development changes/updates to defined processes.
• Participates in peer-review processes such as Functional Review Boards and may represent ANG interests on the monthly Configuration Control Board (CCB).
  • Provide feedback to developers following evaluation of SCRs and/or during monthly Test and Evaluation phase using to refine and assist developers in understanding the functional user requirements.
• Works in conjunction with Active Duty Air Force and Air Force Reserve functional counterparts, other stakeholders and representatives to promote an exchange of information, best practices, capabilities, deficiencies, and technology advances as related to improving AFRISS-TF system functionality and efficiency in data collection, processing and reporting.
• Provide input for updates to all system documentation and support the software release activities by providing input to monthly Release Notes for dissemination to all ANG users with descriptions of changes to existing or new system functionality.
• Provide training, instruction or briefings on system function or changes being released as requested. Training shall be in the form of white papers, power point presentations, or live demonstrations, to include demonstrations via telecom/desktop sharing, webinars, or video recorded training/presentations.
  • Acts as the primary trainer for new military Help Desk personnel.
  • Conducts training at annual and periodic events, such as Annual Certification and Training Conferences (ACTC), State/Wing or Regional Training events, etc.
• Performs all other duties as assigned by the Project Manager.

1. 2-4 Degree in a Technology or Information Systems related area of study. Superior skills specific and unique to this unique work environment/contract may be considered in place of the degree requirement:
   1. 8-10 years' experience in Recruiting and/or Retention while working in the various Branches of Recruiting, Military Entrance Processing Station (MEPS), ANG Retention, Advertising/Marketing and Training/Instruction.
   2. 8-10 years' experience using a military recruiting database; preferably, AFRISS-TF, AFRISS-based Retention functionality, AFRISS reporting/query tools and/or performing data analysis for Wing, State and/or NGB HQ levels to support Senior Leadership and Mission Accomplishment.
2. Knowledge and use of tools such as visual Query/Report-builder products, Bugzilla/System Change Request (SCR) creation using a Configuration Management software.
3. 3-5 years of experience with requirements management to include process, documentation, prioritization, and refinement of requirements; and test management, which include planning, designing, implementation of test events, validation and reporting of results.
4. 3-5 years of experience providing or managing Help Desk support and Training.
   1. Experience evaluating ANG AFRISS-TF user community issues received via Help Desk calls or emails, provide application analysis, determine resolutions, open trouble tickets, and/or develop software change requests to mitigate systemic issues identified as defects or data maintenance requests.
   2. Analyze reported defects, identify a root cause(s), research resolutions and create SCRs, which may include an identified fix.
   3. Experience with training and development of Help Desk personnel and analysts

1. Prior experience working with Air Force Recruiting Information Support System- Total Force (AFRISS-TF)
2. Prior experience working within a military base and/or government environment
3. Experience with USAF, specifically ANG recruiting efforts and using AFRISS-TF
4. Experience providing presentations or training for large audiences in a conference or classroom setting.
5. Knowledge of computer systems and/or software development practices is highly desirable
6. Knowledge of other support software (using a VPN), integration of hardware devices (email/phones) and/or electronic signature capabilities.

• This is a Help Desk/Systems Analyst position providing Functional liaison to the ANG Recruiting and Retention community for support and resolution of applicant or incentive processing problems.
• Performs account maintenance from establishing accounts to maintaining passwords to resolving VPN/Firewall access.
• Assists users in the qualification and processing of over 500,000 leads resulting in approximately 12,000 accessions per year.
• Validates recruiting process requirements across 5 interoperable system platforms comprising the ANG Recruiting and accession process.
• Leads maintenance of system documentation and training materials within a 4 person Help Desk Call Center mission.

• Responsible for providing field support concerning the function and flow of automated recruiting and retention processes supporting recruiters and their leadership in the field.
  • Supports the Help Desk Call Center function providing Tier 1 and Tier 2 support using a trouble ticket tracking system that interfaces with the Configuration Management process in place to track and resolve issues and provide enhancements through iterative software development and implementation.
  • Conducts trouble-shooting of user activities to assist in the processing of applicants, on-line training, and continuous process improvement of software applications used to process leads and automate accession of qualified applicants from a worldwide geographical area of operations.
  • Identifies and analyzes ANG recruiting and retention functional defects/enhancement requests reported via Help Desk calls/emails from the ANG recruiter community, system monitoring or other meetings.
  • As the contractor lead for the ANG Help Desk, the Help Desk/Systems analysts will answer, analyze and evaluate Help Desk calls or emails, provide resolutions, open/document trouble tickets, and/or develop an SCR for those issues identified as defects or data maintenance requests.
    • Analyzes each defect, identify a root cause, research resolutions and create SCRs with an identified fix.
• Work within the Configuration Management process to track, update, and close tickets/SCRs within the designated trouble ticket/SCR tracking system.
  • • • Ensure other Help Desk personnel are aware of the completion of requested actions and/or release of fixes to defects, enhancements or new capabilities.
• Works alongside support personnel to refine and document user requirements and validates that development in conjunction with functional OPRs using test plan scenarios.
  • Support personnel will consist of government, military and contracted analysts, Functionals, Programmers, Technical Writers, and other Help Desk personnel supporting Active, Guard, and Reserve.
• Evaluates changes to documented requirements in established standards and processes and maintain system documentation up to date, e.g. User Manuals and How-to Guides.
  • Provides advance notification to the field of upcoming releases in the form of Release Notes and System Status notifications.
  • Make changes to system and user documentation that significantly modifies the steps and/or screenshot content through design and development changes/updates to defined processes.
• Participates in peer-review processes such as Functional Review Boards and may represent ANG interests on the monthly Configuration Control Board (CCB).
  • Provide feedback to developers following evaluation of SCRs and/or during monthly Test and Evaluation phase using to refine and assist developers in understanding the functional user requirements.
• Works in conjunction with Active Duty Air Force and Air Force Reserve functional counterparts, other stakeholders and representatives to promote an exchange of information, best practices, capabilities, deficiencies, and technology advances as related to improving AFRISS-TF system functionality and efficiency in data collection, processing and reporting.
• Provide input for updates to all system documentation and support the software release activities by providing input to monthly Release Notes for dissemination to all ANG users with descriptions of changes to existing or new system functionality.
• Provide training, instruction or briefings on system function or changes being released as requested. Training shall be in the form of white papers, power point presentations, or live demonstrations, to include demonstrations via telecom/desktop sharing, webinars, or video recorded training/presentations.
  • Acts as the primary trainer for new military Help Desk personnel.
  • Conducts training at annual and periodic events, such as Annual Certification and Training Conferences (ACTC), State/Wing or Regional Training events, etc.
• Performs all other duties as assigned by the Project Manager.

1. 2-4 Degree in a Technology or Information Systems related area of study. Superior skills specific and unique to this unique work environment/contract may be considered in place of the degree requirement:
   1. 1 year experience in Recruiting and/or Retention while working in the various Branches of Recruiting, Military Entrance Processing Station (MEPS), ANG Retention, Advertising/Marketing and Training/Instruction.
   2. 1 year experience using a military database; preferably, AFRISS-TF, AFRISS-based Retention functionality, AFRISS reporting/query tools and/or performing data analysis for Wing, State and/or NGB HQ levels to support Senior Leadership and Mission Accomplishment.
2. Knowledge and use of tools such as visual Query/Report-builder products, Bugzilla/System Change Request (SCR) creation using a Configuration Management software.
3. 1 year of experience with requirements management to include process, documentation, prioritization, and refinement of requirements; and test management, which include planning, designing, implementation of test events, validation and reporting of results.
4. 1 year of experience providing or managing Help Desk support and Training.
   1. Analyze reported defects, identify a root cause(s), research resolutions and create SCRs, which may include an identified fix.
   2. Experience with training and development of Help Desk personnel and analysts.

1. Prior experience working with Air Force Recruiting Information Support System- Total Force (AFRISS-TF)
2. Prior experience working within a military base and/or government environment
3. Experience with USAF, specifically ANG recruiting efforts and using AFRISS-TF
4. Experience providing presentations or training for large audiences in a conference or classroom setting.
5. Knowledge of computer systems and/or software development practices is highly desirable
6. Knowledge of other support software (using a VPN), integration of hardware devices (email/phones) and/or electronic signature capabilities.

• Monday to Friday, standard business hours
• Remote work on Fridays (telework)
• Occasional Saturday support (quarterly; 8 AM - 12 PM with advance notice)

• Provide technical assistance via phone for hardware, software, and systems
• Reset passwords and restore accounts through Active Directory and RACF
• Support end-users with basic troubleshooting and application assistance
• Utilize diagnostic tools and documentation to resolve issues
• Create and escalate service tickets using tracking/ticketing software
• Communicate effectively with both technical and non-technical users
• Follow quality standards and adhere to support protocols
• Participate in diagnostic procedures using provided scripts and guides
• Maintain knowledge base and update support documentation as needed

• 1+ years of experience in an IT Service Desk or Call Center environment
• Experience with call tracking/ticketing software
• Customer service orientation with strong communication skills (phone and written)
• Attention to detail and resourcefulness using available documentation
• Ability to assist users with limited technical knowledge
• Basic Active Directory administration (User & Security Group management)
• Strong understanding of Microsoft operating systems, particularly Windows 7 and Office 365
• Experience troubleshooting Office 365 (permissions, calendar sharing, delegation)
• Excellent organizational skills and teamwork mentality

• Provide technical assistance to end users via phone for hardware, software, and system issues.
• Perform password resets and user account support using Active Directory and RACF.
• Create and escalate tickets using Remedy to Tier 2 support or third-party service providers.
• Diagnose software/hardware problems and coordinate repairs.
• Utilize supplied documentation and reference materials to resolve issues.
• Maintain strong communication and adhere to customer service standards.
• Participate in scheduled training (3-4 weeks) prior to assuming full duties.
• Participate in occasional Saturday support (once per quarter).

• Minimum 1 year of IT Service Desk or Call Center experience.
• Experience with ticketing and call tracking systems (e.g., Remedy).
• Strong understanding of Microsoft Windows 7 and Office 365 environments.
• Experience with Office 365 troubleshooting (permissions, calendars, delegation).
• Basic knowledge of Active Directory for user and security group administration.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Ability to assist users with limited IT knowledge.
• Customer-service oriented, team-focused, and dependable.

Tier 1 Help Desk Analyst / Full-Time / Hybrid / Harrisburg, PA Become a member of a growing team of Information Technology professionals making an impact and providing solutions for Government and Commercial clients since 1996 Join the Domino Tech Help Desk Analyst, Help Desk, Help, Customer Service, Analyst, Technical, Staffing, Technology