Help Desk Support Specialist

LingaTech; Harrisburg (Dauphin County); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Help Desk Support Specialist to provide essential technical support in a dynamic call center environment. This role involves assisting users with login issues, troubleshooting application navigation, and escalating complex problems to senior staff. With a focus on effective communication and problem-solving, you will play a vital role in ensuring user satisfaction and operational efficiency. If you're passionate about technology and enjoy helping others, this opportunity is perfect for you.

Qualifications

• 3+ years of experience in help desk support and technical assistance.
• Skilled in using ServiceNow for incident management and escalation.

Responsibilities

• Provide frontline technical support for users experiencing issues.
• Escalate complex problems to tier two support as needed.

Skills

Help Desk Support

ServiceNow

Technical Support

Communication Skills

Problem Solving

Education

High School Diploma

Associate Degree in IT

Tools

ServiceNow

Windows OS

Job description

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Location: Harrisburg, PA - local candidates only

Hours: 8AM – 4:30AM or 8:30AM to 5PM

Contract Length: 4 months with extension

Rate: $20/hour

Position Overview:

The Help Desk Analyst provides frontline technical support in a call center environment, assisting users with login issues, password resets, and application navigation while escalating complex problems to tier two support as needed.

Required Skills:

• 3 years of experience with answering help desk phone and responding to help desk emails
• 3 years of experience escalating issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource
• 3 years of experience performing agency computer repairs, as needed
• 3 years of experience installing software/updates on agency computers as needed
• 3 years of experience assisting senior technical staff as requested with lower level job tasks such as acquiring data and running reports
• Experience running daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery
• Experience creating ServiceNow incidents for all phone and email requests
• Experience providing assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment

Duties:

• 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.
• Able to work in a team environment.
• Completes assigned tasks.
• Strong communication skills; both written and spoken.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Internet

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