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Help Desk Analyst
SR International Incorporation. Answer help desk phone calls and respond to support emails .
Posted 10/23/2026full-timeHarrisburg • Pennsylvania • United StatesMid-LevelSenior💰 $18 per hourWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in help desk support, including troubleshooting software and hardware issues, managing ServiceNow incidents, and providing exceptional customer service. Proficient in documenting support activities and generating reports while adhering to established procedures and quality standards.
Highest-signal resume keywords
Help Desk SupportServiceNow Incident ManagementSoftware InstallationTroubleshooting SkillsCustomer Service
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Help Desk SupportTroubleshootingSoftware InstallationBasic Computer RepairsIncident EscalationTicket AssignmentReport GenerationDocumentation ManagementCable CleanupData Center Support
Soft Skills
CommunicationCustomer ServiceProblem-SolvingMulti-TaskingAttention to Detail
Tools & Technologies
ServiceNow
Industry Keywords
IT SupportTechnical SupportService-Level ExpectationsQuality StandardsGovernment Equipment Compliance
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Answer help desk phone calls and respond to support emails
- Assist users with login issues, password resets, and application-related questions
- Troubleshoot basic software, hardware, and computer-related issues
- Create and maintain ServiceNow incidents for all phone and email requests
- Escalate unresolved issues to senior technical staff and appropriate technical teams
- Install software and updates on agency computers as needed
- Perform basic computer repairs and assist senior technical staff with assigned tasks
- Generate daily reports and distribute them as required
- Assist with cable cleanup, installations, data center cleaning, and moving or racking equipment
- Research technical issues using available databases, reference materials, and internal resources
- Provide accurate status updates and maintain proper documentation of support activities
- Follow established procedures, quality standards, and service-level expectations
Requirements
What you’ll need- At least 3 years of experience handling help desk calls and email support
- Experience escalating incidents and assigning tickets through ServiceNow
- Experience installing software updates and performing basic computer repairs
- Strong customer service, communication, and troubleshooting skills
- Ability to document issues accurately and manage multiple support requests
- Experience assisting technical teams with reports and routine IT support tasks
- Willingness to perform occasional equipment handling, cable cleanup, and data center support activities
- Must be comfortable with the hybrid schedule of 5 days onsite followed by 5 days remote
- Must be available for one of the specified work shifts
- Government equipment must not be taken or used outside the United States
Benefits
Comp & perks- W2 employment
- Contract duration through June 30, 2027