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Help Desk Analyst

Help Desk Analyst

LingaTechHarrisburg, PA, US
30+ days ago
Job type
  • Full-time
  • Quick Apply
Job description

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.
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    Help Desk Analyst • Harrisburg, PA, US

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