Tier 1 IT Help Desk Specialist

RESOURCESOFT, INC.; Harrisburg (Dauphin County); On-site; USD 45,000 - 65,000; Full time

Job summary

Resourcesoft, Inc. seeks an experienced Tier 1 IT support specialist to handle phone‑based incidents, manage user credentials, and coordinate with service providers. You will troubleshoot issues across AD, RACF, and Windows environments, log and escalate tickets in Remedy, and maintain accurate support documentation.

Strong communication is essential in this role. The position emphasizes end‑user support, adherence to service level targets, and collaboration with cross‑functional teams to ensure

Qualifications

• 1 year or more of Tier 1 IT service desk experience.
• Proficiency in Active Directory administration and user management.
• Experience with Microsoft 365 troubleshooting and Windows environments.
• Experience with Remedy or similar incident tracking systems.
• Experience with RACF, LAN credentials, and remote diagnostics.
• Excellent verbal and written communication skills.

Responsibilities

• Provide phone-based Tier 1 support for application, hardware, software, password, and access-related incidents.
• Troubleshoot end-user technical issues through guided diagnostics and documented resolution procedures.
• Reset and restore user credentials across Active Directory, RACF, mainframe, and LAN environments.
• Create, maintain, and escalate Remedy tickets to advanced support teams or external service providers.
• Coordinate hardware repair activities, track service-provider work, and communicate resolution progress.
• Maintain support documentation, diagnostic references, ticket accuracy, and customer service standards.

Skills

Tier 1 support

Active Directory

MS 365 troubleshooting

Remote diagnostics

End-user support

Communication skills

Tools

Remedy

RACF

LAN credentials

Job description

Resourcesoft, Inc. seeks an experienced Tier 1 IT support specialist to handle phone‑based incidents, manage user credentials, and coordinate with service providers. You will troubleshoot issues across AD, RACF, and Windows environments, log and escalate tickets in Remedy, and maintain accurate support documentation.

Strong communication is essential in this role. The position emphasizes end‑user support, adherence to service level targets, and collaboration with cross‑functional teams to ensure