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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What We Do
LingaTech, Inc., a minority owned business, NMSDC MBE Certified, and is PA Small Diverse Business (SDB) Verified since 2014. We are a member of the Harrisburg Regional Chamber of Commerce & CREDC, and are registered with Hireveterans.com & PurplePlacement.com.
We believe in technology innovation and customer partnership to deliver world class IT consultants, products and services. We provide high end consultants to partner with your organization to maximize your growth and achieve your IT goals. As your technology partner, when your business grows we grow with you.
We offer software services in three major areas – Product development, Custom software development and Project Management. With professionals having more than 15 years of experience in software industry, our clients are assured of products/services that are of great quality.
