Phone-First Help Desk Analyst | Tier 1 IT Support

Novalink Solutions LLC; Harrisburg (Dauphin County); On-site; USD 42,000 - 64,000; Full time

Job summary

Novalink Solutions LLC in Harrisburg, United States is seeking a Help Desk Analyst (Tier 1) to provide phone-based support for end users. The role emphasizes rapid issue resolution, strong customer service, and teamwork.

Training in IT may be provided while candidates bring prior service desk or call center experience. Responsibilities include handling calls, diagnosing problems, creating Remedy tickets, and coordinating with Tier 2 or external providers as needed.

Qualifications

• 1+ years' IT Service Desk or Call Center experience.
• Experience with call tracking and ticketing software.
• Attention to detail and resourcefulness.
• Ability to support users with limited knowledge of computers, software, hardware and systems.
• Excellent communication and telephone manner.
• Basic User & Security Group Active Directory administration.
• Strong knowledge of Windows 7 and Office 365.
• Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation).

Responsibilities

• Provide technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Investigate and resolve computer software and hardware problems of users.
• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed.
• Follow quality standards and display strong customer service skills.
• Able to work in a team environment.
• Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory.

Skills

Ticketing software

Attention to detail

User support

Communication skills

Active Directory

Windows 7

Office 365

IT Service Desk

Job description

Novalink Solutions LLC in Harrisburg, United States is seeking a Help Desk Analyst (Tier 1) to provide phone-based support for end users. The role emphasizes rapid issue resolution, strong customer service, and teamwork.

Training in IT may be provided while candidates bring prior service desk or call center experience. Responsibilities include handling calls, diagnosing problems, creating Remedy tickets, and coordinating with Tier 2 or external providers as needed.