Position Type: Hybrid
Hybrid Schedule: Onsite 4 days a week
Contract Length: 8 Months + Possible Extensions
Position Overview:
The Help Desk Analyst provides Tier 1 support, serving as the first point of contact for end users by resolving technical issues, performing password resets, and assisting with application access. This role requires strong customer service skills, clear communication, and the ability to reliably support users in a high-volume call environment.
Required Skills:
1+ years of IT Service Desk and/or Call Center experience
1+ years of experience with call tracking and ticketing software
1+ years of experience supporting users with limited computer, software, hardware, and system knowledge
1+ years of experience with basic User & Security Group Active Directory administration
1+ years of experience with Microsoft operating systems, with emphasis on Windows 7 and Office 365
1+ years of experience troubleshooting Office 365 in a network environment (permissions, calendar sharing, delegation)
Strong attention to detail and ability to be resourceful using documentation
Above-average communication skills and professional telephone manner
Excellent organizational skills
Self-motivated achiever with a strong focus on delivering excellent customer service
Provide technical assistance and support to end users via phone for hardware, software, and system issues.
Troubleshoot and resolve password resets and user access through Active Directory and RACF.
Answer user questions and walk them through diagnostic steps using supplied documentation or software tools.
Create and escalate Remedy trouble tickets to Tier 2 staff or third-party providers when necessary.
Research and update reference materials to assist with recurring issues and improve resolution processes.
Dispatch and track repair work with service providers when hardware issues require on-site support.
Maintain accuracy in call tracking and ticketing systems while following established quality standards.
Demonstrate strong communication and customer service skills with both technical and non-technical users.
Collaborate effectively with team members and complete assigned tasks reliably.
Support and troubleshoot Microsoft Windows 7 and Office 365 in a network environment (including permissions, calendar sharing, and delegation).
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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.
