Career Opportunities

Help Desk Analyst

Department: Professional Services
Location: Partial Remote (Lancaster, PA area)
Type of position: Full-time

Help Desk Analysts will be trained to support our managed services customers.

This is a client facing position that will require the ability to communicate clearly and effectively via email and telephone. 


CDA is looking to expand our team with some new growth opportunities. We are interested in filling multiple Help Desk Analyst positions. Our ideal candidate requirements are: 

  • A recent college graduate with 
  • An Associates or Bachelor’s degree in Computer Science, Networking, Cybersecurity, or related field 
  • Has 1-2 year’s experience working for a technology company as employee or intern 
  • Lives within a reasonable driving distance from our Lancaster, PA office location 

The Help Desk Analyst will be trained to support our managed services customers. This is a client facing position that will require the ability to communicate clearly and effectively via email and telephone.   

The initial opportunity will include training and certification in the following technologies.  

  • Citrix Technologies
  • AppSense/Ivanti
  • Microsoft Technologies
  • CA Service Desk Systems
  • Serena Change Control Systems
  • Endpoint Security Technologies
  • Application Deployment and Delivery Technologies
  • PowerShell Scripting
  • Monitoring/Reporting Technologies

Perks & Benefits

  • Partial remote work environment with minimal office days 
  • Paid vacation and holidays  
  • Medical benefits and 401K available  
  • PC laptop and lab equipment provided  
  • Cell phone and home internet paid by company  
  • Skills development with training and industry certifications 

Job Description

Help Desk Analyst will perform first and second-level diagnosis and troubleshooting support to end-users and customers. Working under minimal supervision in team environment, Help Desk Analysts receive calls and inquiries; provide support in accordance with established processes and document incidents and remedies. They also escalate complex incidents to third and fourth-level support personnel.

The bulleted list below provides a description of other tasks and assignments: 

Analyst would be responsible for handling L1, and L2 issues reported by the applications & infrastructure support help desk, this may include, but are not restricted to the following: 

  • Receive calls, emails and web-tickets for end users and other agency service desks / help desks, and create incident tickets or service request tickets, logging all pertinent information.
  • Tracking and classifying incoming incidents or service requests, attempting initially solutions.
  • Provides initial assessment of categorization and prioritization for reported incidents and service requests and provides initial support, targeting a higher level of first contact resolution.
  • Ensures incidents and service requests are properly escalated and assigned to appropriate support groups.
  • Perform hierarchical escalation to service desk management and incident management.
  • Provide communication to end users concerning the status of incidents and service requests.

Analyst would also be responsible for performing daily systems monitoring and reporting tasks using industry standard tools such as Solarwinds Orion and Microsoft Systems Center Operations Manager (SCOM).  

  • Reviewing change control logs
  • Reviewing SCOM alerts and other systems alerts
  • Reviewing e-mail alerts from the help desk
  • Reviewing and creating both daily and weekly status reports for management review of issues encountered

Qualifications & Requirements

  • Associate’s Degree course work in Computer Science, Networking, Cybersecurity, or related field preferred.
  • Minimum of 1-2 years of experience with computer and application support in a business environment, banking experience preferred.
  • Experience in an Operations or Technology environment preferred
  • Proficient in Microsoft Office Products (Excel, Word, Outlook, PowerPoint, and Access).
  • Familiarity with Browser technologies such as Microsoft IE
  • Excellent problem-solving, communication and interpersonal skills, along with patience, a positive, customer-friendly attitude and the ability to work in a team environment.
  • Ability to learn and adapt quickly
  • Working knowledge of linear troubleshooting
  • Ability to document issue cause(s) and resolution
  • Excellent written and verbal communications skills
  • Previous experience with information technology
  • Ability to stay current with required technical certifications

Perks & Benefits

  • Partial remote work environment with minimal office days 
  • Paid vacation and holidays
  • Medical benefits and 401K available
  • PC laptop and lab equipment provided
  • Cell phone and home internet paid by company
  • Skills development with training and industry certifications

Apply Online

  • What is your full name?

  • Are you a United States citizen?

  • Where do you live?

  • Do you have remote work experience?

  • Are you A+ Certified?

  • What college did you attend or currently attending?

  • Did you graduate?

  • What was your major in college?

  • What was your Major GPA?

  • What was your SAT score?

  • What level of degree did you graduate with?

  • Do you have experience with Citrix and/or virtualization?

  • How do you keep yourself current with technology?

  • Can you describe your home lab environment?

  • What is the best phone number to reach you at?

  • What email address do you prefer we contact you at?

  • What times are you available on a Friday to conduct a 30-minute phone interview?

  • Tell us why you would be a good fit for the position

  • Upload your resume in Microsoft Word or Adobe PDF format

About Us

Critical Design Associates Inc., an information technology company, is committed to providing clients with greater efficiencies that center on people, platform and processes. Successful results are achieved by applying these core principles to any IT business challenge. Through integrity, dedication, and teamwork we provide our customers with the highest quality of service. Our success is only measured by the success of our clients.