Phone-First IT Help Desk Analyst - Tier 1 Support

Novalink Solutions; Harrisburg (Dauphin County); On-site; USD 42,000 - 54,000; Full time

Job summary

Novalink Solutions is seeking a Help Desk Analyst in Harrisburg, PA. The role is 100% phone-based, handling password resets and basic application support.

You will provide technical assistance to end users, escalate issues to Tier 2 or vendors, and ensure timely resolution while maintaining strong customer service and communication. Ideal candidates have 1+ years in IT Service Desk or Call Center, experience with Remedy or similar ticketing systems, and solid knowledge of Windows 7 and Office

Qualifications

• 1+ years IT Service Desk or Call Center experience required.
• Experience with call tracking and ticketing software.
• Attentive to details and resourceful using documentation.
• Ability to support users with limited computer knowledge.
• Excellent organizational and communication skills.
• Experience with Active Directory (Users/Security Groups).
• Strong knowledge of Windows operating systems (Windows 7) and Office 365.
• Experience with Office 365 permissions, calendar sharing, delegation.
• Self-motivated with a focus on customer service.

Responsibilities

• Provide technical assistance and support to end users via phone.
• Create and escalate Remedy tickets to Tier 2 or vendors as needed.
• Resolve software/hardware problems and follow diagnostic procedures.
• Communicate clearly with users and coworkers to research and resolve issues.
• Reset passwords and manage IDs through RACF or Active Directory.
• Coordinate repair of products by dispatching service providers.

Skills

IT Service Desk

Customer service

Telephone manner

Communication (written and spoken)

Windows 7 & Office 365

Office 365 troubleshooting in network

Active Directory administration (User/

Education

High school diploma or equivalent

Tools

Remedy/Ticketing software

Job description

Novalink Solutions is seeking a Help Desk Analyst in Harrisburg, PA. The role is 100% phone-based, handling password resets and basic application support.

You will provide technical assistance to end users, escalate issues to Tier 2 or vendors, and ensure timely resolution while maintaining strong customer service and communication. Ideal candidates have 1+ years in IT Service Desk or Call Center, experience with Remedy or similar ticketing systems, and solid knowledge of Windows 7 and Office