Help Desk Analyst-Tier 1

I Link Communications Inc; Harrisburg (Dauphin County); On-site; USD 42,000 - 54,000; Full time

Job summary

i-Link Solutions Inc. seeks a Tier 1 Help Desk Analyst to support users onsite in Harrisburg, PA. The role focuses on phone-based IT support, password resets, and application assistance with Remedy ticketing. Local candidates are preferred, with a 3–4 week training cycle and quarterly Saturday hours.

Ideal candidates have 1+ year of IT service desk experience, familiarity with Windows 7 and Office 365, and strong communication skills for teamwork and end-user support.

Qualifications

• 1+ year IT Service Desk or Call Center experience.
• 2-year associate degree or equivalent technical study.
• Familiar with call tracking and ticketing software.
• Excellent communication and customer service skills.

Responsibilities

• Provide technical assistance to end users for hardware, software, and systems via phone.
• Investigate and resolve software/hardware problems for users.
• Create and escalate Remedy tickets to Tier 2 or 3rd party providers as needed.
• Follow quality standards and maintain strong customer service.
• Work in a team environment and complete assigned tasks.
• Reset passwords and manage IDs via RACF or Active Directory.
• Coordinate repairs by dispatching service providers and tracking work.
• Research and update reference publications to resolve issues.

Skills

Call tracking

Attention to detail

User support

Strong communication

Organizational skills

Active Directory

Windows 7

Office 365

Customer service

IT Service Desk

Phone support

Education

AA degree

Tools

Remedy

Job description

Tier 1 Help Desk Analyst

Location: Harrisburg, PA 17104

Duration: 09/21/2026-06/30/2027

Help Desk Analyst - 1+ year of field experience. 2-year associates degree or equivalent technical study. This requisition has an hour-long in-person interview.

Client would prefer candidates local to the Harrisburg, PA Area.

• For this particular hiring team management directly emails the candidate to set up interviews.

The training cycle runs 3-4 weeks, so start date would most often fall 2 to 3 weeks from the date of acceptance.

This team teleworks on every Friday.

This position is 100% onsite and Harrisburg, PA 17104

This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. No Tier 2 work will be performed. This is an operational-type job and reliability, and communication are key components to making the department successful.

Client seeks someone with customer service experience, people skills, prefer a team environment and have basic IT experience. They can teach the IT, but the candidate either will have or doesn t have people and customer service skills.

• Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Investigates and resolves computer software and hardware problems of users.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Talks with technical and non-technical co-workers to research problem and find solution.
• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
• Create and elevate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
• Follow quality standards and displays strong customer service skills.
• Able to work in a team environment.
• Complete assigned tasks.
• Excellent communication skills; both written and spoken.
• Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory
• Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
• Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.

Required Skills

• Experience with call tracking and ticketing software
• Attentive to details and ability to be resourceful (using supplied documentation)
• Ability to support users with limited knowledge of computers, software, hardware, and systems
• Above average communication skills and telephone manner.
• Excellent organizational skills
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
• Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• 1+ years previous IT Service Desk and/or Call Center experience required.

Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks notice beforehand.

Required Skill

• 1+ yr previous IT Service Desk and/or Call Center experience required
• 1 yr experience with call tracking and ticketing software
• 1 yr attentive to details and ability to be resourceful (using supplied documentation)
• 1 yr ability to support users with limited knowledge of computers, software, hardware and systems
• 1 yr above average communication skills and telephone manner.
• 1 yr basic User & Security Group Active Directory administration
• 1 yr strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
• 1 yr experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)1 yr excellent organizational skills
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

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.