Help Desk Analyst - Hybrid

Job Summary (Help Desk Analyst – Commonwealth of PA 2 – DOS: HDA1 A4 SC3 (813029))

- Serve as first-level support in a call center environment, providing technical assistance and guidance to users via phone and email.
- Troubleshoot and resolve user issues related to business applications, account logins, password resets, and general application navigation.
- Determine if issues are hardware-related (e.g., modem, printer, cables, telephone) or application-related; document all interactions and solutions in a tracking system.
- Escalate unresolved or complex issues to senior staff or tier-two technical resources according to established procedures.
- Assist users through problem-solving steps, utilizing technical databases, reference materials, and collaboration with colleagues.
- Manage and report time spent on all assigned work activities, ensuring adherence to quality standards and timely completion of tasks.
- Support agency computer repairs, software installations/updates, and basic equipment maintenance as required.
- Run daily reports and handle their distribution, including hand delivery or preparation for inter-company mail.
- Create and manage ServiceNow incidents for all incoming phone and email support requests.
- Provide limited assistance with cable clean-up, equipment installation, data center cleaning, and moving/racking hardware.
- Assist senior technical staff with lower-level tasks, such as data acquisition and report generation.
- Communicate clearly and effectively, both verbally and in writing, while working collaboratively in a team environment.
- Hybrid work schedule: combination of in-office and remote work after initial training period; must be local to Harrisburg, PA.
- Must comply with all agency policies, including the prohibition of using or transporting government equipment outside the United States.

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

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.

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.

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.