Hybrid Help Desk Analyst - Flexible Shifts & ServiceNow

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

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.