Help Desk Analyst

LingaTech • Harrisburg, PA

5d • Hybrid

About The Position

This role provides Level 1 IT phone and email support to end users, resolving hardware, software, and system issues while ensuring adherence to service quality standards and SLAs. The position also requires consistent documentation of incidents and coordination with internal teams to diagnose and resolve technical problems in a help desk environment.

Requirements

• 3 years of Tier 1 Help Desk experience providing end-user technical support in a service desk environment.
• Experience working effectively in a collaborative team environment to resolve technical issues and support end users.

Nice To Haves

• Experience with ServiceNow or similar IT service management ticketing systems.

Responsibilities

• Provides technical assistance, troubleshooting, and support for hardware, software, and operating system issues for end users.
• Serves as the first point of contact (Level 1 support) and escalates issues when necessary.
• Ensures all service requests and incidents are accurately logged and tracked in the IT ticketing system (ServiceNow).
• Monitors call center systems and responds to incoming calls and emails in a timely manner.
• Collaborates with team members to research, diagnose, and resolve technical issues.
• Guides users through diagnostic procedures and follows structured troubleshooting workflows.
• Maintains adherence to SLAs and quality standards for all support interactions.
• Contributes to knowledge base articles, user guides, and procedural documentation updates.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees