Tier 1 Help Desk Analyst – Onsite IT Support

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

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.