Help Desk Analyst

i-Link Solutions; Pennsylvania; Hybrid; USD 52,000 - 78,000; Full time

Job summary

i-Link Solutions is seeking a Help Desk Analyst (HDA1 A4 SC3) in Dauphin County, PA. This hybrid position requires 5 days in the office and 5 days telework, with shifts 8:00 AM–4:30 PM or 8:30 AM–5:00 PM during training and ramp‑up.

You will handle calls and emails for business applications, determine hardware or software issues, log tickets, escalate when needed, perform routine PC repairs and software updates, and document solutions. Strong communication and teamwork are essential.

Qualifications

• 3+ years of help desk experience handling phone and ticket requests.
• Experience escalating incidents to senior/ Tier 2 staff as needed using formal procedures.
• Experience performing basic PC repairs and software updates on agency devices.
• Strong written and verbal communication skills in a fast-paced environment.

Responsibilities

• Receives calls and emails from users about business applications and how to use them.
• Determines whether an issue is hardware or software related and logs it in the tracking system.
• Escalates issues per defined procedures to senior staff.
• Guides users through problem-solving steps and solutions.
• Utilizes technical databases to research problems and collaborates with colleagues.
• Coordinates changes, upgrades, and new products to ensure compatibility.
• Provides timely answers to general usage and administrative questions.
• Communicates accurate status updates and manages time spent on tasks.
• Works effectively in a team and completes assigned tasks.

Skills

Help desk phone handling

Help desk emails

Issue escalation

Hardware/software triage

Daily/weekly reports

Team collaboration

Problem solving

Data entry

Tools

ServiceNow

Job description

Duration: 10/13/2026-06/30/2027 Contractors will work 5 days in the office and 5 days out of the office.

DOS: Help Desk Analyst HDA1 A4 SC3

Location: Dauphin County, PA – Hybrid

Duration: 10/13/2026-06/30/2027

Contractors will work 5 days in the office and 5 days out of the office.

They can actually do 8AM – 4:30AM or 8:30AM to 5PM whichever of those two shifts they want.

They may come into the office while they are in training though and once they get up to speed, then will be put in the telework mix.

The Help Desk Analyst is doing call center work. They are taking calls and helping people on the computer with logins, resets and assistance getting through applications and escalating tickets to tier two when necessary. There is no wiring, hooking up or unhooking anything, no remote access nothing like that.

The Call Center Analyst analyzes and troubleshoots business application support problems and applies his or her understanding of computer software and hardware products and application services to resolve user problems.

Role Description

• Receives telephone calls and e-mails from users having problems using business application or inquiring how to use specific aspects of the applications.
• Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue and logs in tracking system.
• Escalates issues in accordance with defined procedures.
• Assists users through problem solving steps.
• Uses technical databases to research problems, and talks with co-workers to research problem and find solution.
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Assists in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
• Provides accurate and complete answers to general use and administrative environment questions in a timely manner.
• Communicates accurate and useful status updates.
• Manages and reports time spent on all work activities.
• Follows quality standards.
• Able to work in a team environment.
• Completes assigned tasks.
• Strong communication skills; both written and spoken.

Required Skills

• 3yrs exp - Promptly answer help desk phone
• 3yrs exp - Promptly respond to help desk emails
• 3yrs exp - Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource
• 3yrs exp - Perform agency computer repairs, as needed
• 3yrs exp - Install software/updates on agency computers as needed
• 3yrs exp - Assist senior technical staff as requested with lower level job tasks such as acquiring data and running reports
• 1 yr exp - Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery
• 1yr exp - Create ServiceNow incidents for all phone and email requests
• 1yr exp - Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment

Disclaimer: i-Link Solutions Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA/M/F/Vet/Disability.