LingaTech

Help Desk Analyst

Harrisburg, PA - Contracted

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.

Apply: Help Desk Analyst
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