LingaTech

Help Desk Analyst

LingaTech  •  Harrisburg, PA (Remote)  •  1 month ago
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Job Description

Location: Harrisburg, PA
Position Type: Hybrid
Hybrid Schedule: Onsite training, mostly remote after training
Contract Length: Long-term with annual extensions


This role provides Level 1 IT phone and email support to end users, resolving hardware, software, and system issues while ensuring adherence to service quality standards and SLAs. The position also requires consistent documentation of incidents and coordination with internal teams to diagnose and resolve technical problems in a help desk environment.

Duties:
  • Provides technical assistance, troubleshooting, and support for hardware, software, and operating system issues for end users.
  • Serves as the first point of contact (Level 1 support) and escalates issues when necessary.
  • Ensures all service requests and incidents are accurately logged and tracked in the IT ticketing system (ServiceNow).
  • Monitors call center systems and responds to incoming calls and emails in a timely manner.
  • Collaborates with team members to research, diagnose, and resolve technical issues.
  • Guides users through diagnostic procedures and follows structured troubleshooting workflows.
  • Maintains adherence to SLAs and quality standards for all support interactions.
  • Contributes to knowledge base articles, user guides, and procedural documentation updates.

Required Skills:
  • 3 years of Tier 1 Help Desk experience providing end-user technical support in a service desk environment.
  • Experience working effectively in a collaborative team environment to resolve technical issues and support end users.
Preferred Skills:
  • Experience with ServiceNow or similar IT service management ticketing systems.
LingaTech

About LingaTech

LingaTech, a certified Small Diverse/Minority-Owned Business (SDB/MBE), was founded in 2012 and has proudly been recognized as one of Central PA's 50 Fastest Growing Companies in 2022, 2023, and 2024. Since our inception, we’ve been dedicated to providing top-tier technology solutions and expert consultants to support both government and commercial organizations.

Our executive leadership brings over 80 years of combined IT experience, particularly in leading large-scale government projects at the county, state, and federal levels. Our leadership team, comprised of former CIOs, CTOs, VPs of Application Services, and enterprise architects, has first-hand experience in large-scale IT operations. This gives us a unique competitive advantage—we understand the challenges our clients face and what it takes to succeed.

We’ve partnered with our clients to complete numerous transformational projects that have reshaped their operations, enhanced efficiency, leveraged data for informed decision-making, and set strategic roadmaps for future success.

At LingaTech, we’re not just delivering solutions—we’re driving lasting change.

Industry
IT & Software
Company Size
11-50 employees
Headquarters
Camp Hill, Pennsylvania
Year Founded
2012
Website
lingatech.com
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