Help Desk Analyst (Hybrid)
Full Time • State of PA
Replies within 24 hours
Job Title: Help Desk Analyst (Hybrid)
Client: Commonwealth of Pennsylvania – Department of State (DOS)
Client Job ID: PA 790064
Location: Harrisburg, PA
Work Location: 302 North Office Building, Harrisburg, PA
Duration: Until 06/30/2026
Client: Commonwealth of Pennsylvania – Department of State (DOS)
Client Job ID: PA 790064
Location: Harrisburg, PA
Work Location: 302 North Office Building, Harrisburg, PA
Duration: Until 06/30/2026
Job Description
The Commonwealth of PA – Department of State is seeking a Help Desk Analyst to support a call center environment. This role involves handling inbound calls and emails to assist users with login issues, password resets, application support, and ticket escalation to Tier 2 when required.
Note: This position does not involve wiring, hardware setup, or remote access troubleshooting.
Work Schedule
- Shift options: 8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM
- Onsite during training; hybrid schedule once fully trained
Key Responsibilities
- Receive and respond to help desk phone calls and emails
- Troubleshoot and resolve application-related issues
- Identify hardware vs. application problems and log incidents
- Create and manage ServiceNow incidents for all requests
- Escalate issues according to defined procedures
- Guide users through step-by-step problem resolution
- Research issues using technical databases and internal resources
- Provide timely status updates and accurate solutions
- Follow quality standards and document time spent on tasks
- Assist with software installations, updates, and basic computer repairs
- Support senior technical staff with reports and data gathering
- Perform limited physical tasks (report delivery, cable cleanup, equipment moving)
Required Skills & Experience
- Help Desk / Call Center Support – 3+ years
- ServiceNow incident creation and escalation – 3+ years
- Phone and email support responsiveness – 3+ years
- Software installation and updates – 3+ years
- Computer repairs and troubleshooting – 3+ years
- Running reports and administrative support – 1+ year
- Basic equipment handling and cable cleanup – 1+ year
- Strong written and verbal communication skills
- Ability to work effectively in a team environment
Additional Information
- Contractors will rotate between onsite and remote work
- Training will be conducted onsite
- Strong customer service and communication skills are essential
Compensation: $20.00 per hour
About SR International INC.
SR International has been a leading name among the IT consulting companies with offices in US and India. For past 16 years, our industry experience and domain knowledge have enabled us to provide innovative solutions to our customers.
Who We Are
Who We Are
We Are Leading IT Based Solution Providers
Today, the world of business information represents the realization of our collective efforts toward improving the future. Held only by the limits of our imagination, the business world is accelerating at an ever-increasing pace. Imagine a better way of doing business, of implementing the perfect software, of refining practice or business integration. All it takes are benchmark standards in service, support, and technical know-how, which have been our bread and butter.
Our Vision.
Our Vision.
Established in 2002, SR International Inc is one of the fastest growing and reputed provider of Information Technology Services and Solutions in the USA. Since our inception, we have been a trusted IT partner for our clients. We take pride in our highly skilled IT Resources and unique engagement model. We have been consistently delivering on our promises as a high-performance team. Our expertise in Cloud Computing, Mobility, Web Technologies, ERP and CRM are second to none. Our industry-leading flagship product iMathSmart is re-defining math learning experience for school students.
Career At SR International
At SR International, we treat our consultants like family. Our business and our reputation have been built and maintained by quality resources working onboard, so it’s important for us to maintain the quality resource pool.
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