Position Type: On-site | In-person interviews
Contract Length: Long-term with annual extensions
Position Overview:
This Tier 1 Help Desk Analyst role is a fully onsite, phone-based support position focused on delivering high-quality customer service and resolving basic technical issues for end users. The role emphasizes reliability, communication, and teamwork, with a structured training period and a strong focus on password resets, application support, and ticket management.
Required Skills:
- 1+ year of experience in an IT Service Desk and/or Call Center environment
- 1+ year of experience using call tracking and ticketing software to log and manage incidents
- 1+ year demonstrating strong attention to detail and the ability to be resourceful using provided documentation
- 1+ year of experience supporting users with limited knowledge of computers, software, hardware, and systems
- 1+ year of experience showcasing above-average communication skills and professional telephone etiquette
- 1+ year of experience with basic User and Security Group administration in Active Directory
- 1+ year of experience working with Microsoft-based operating systems, including Windows 7 and Office 365
- 1+ year of experience troubleshooting Office 365 within a network environment, including permissions, calendar sharing, and delegation
- Demonstrated excellent organizational skills with the ability to manage multiple tasks effectively
- Proven ability to be a self-motivated individual who takes pride in delivering excellent customer service
- Provide technical assistance and support to end users for hardware, software, and system issues via phone
- Handle high-volume inbound calls, primarily focused on password resets and basic application support
- Investigate and resolve user issues related to computer hardware and software
- Create, document, and escalate trouble tickets to Tier 2 support or third-party providers as needed
- Guide users through diagnostic procedures using structured troubleshooting steps and tools
- Communicate effectively with both technical and non-technical users to identify and resolve issues
- Reset and manage user IDs and passwords within Active Directory and mainframe environments
- Track, dispatch, and coordinate service requests with appropriate support teams or vendors
- Maintain and update reference materials and documentation to support issue resolution
- Follow established quality standards and deliver excellent customer service at all times
- Collaborate within a team environment to complete assigned tasks and meet service goals
- Utilize call tracking and ticketing systems to document and monitor issue resolution
- Support Microsoft-based environments, including Windows and Office 365, within a network setting
- Assist users with limited technical knowledge in a clear and professional manner
- Participate in periodic Saturday shifts (once per quarter) as scheduled by management
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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.
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