Help Desk

One of our client in the government domain is seeking a customer-focused Help Desk Analyst (Tier 1) to provide front-line technical support for internal users. This is a high-volume call center/service desk environment where the primary responsibilities include password resets, account administration, and application support.

This role is entirely phone-based and focused on customer support. No Tier 2 troubleshooting or engineering work is performed. Reliability, communication skills, professionalism, and outstanding customer service abilities are critical for success.

Help Desk Analyst (Tier 1)

Location: Harrisburg, PA (Dauphin County)
Interview Type: 1-Hour Virtual Interview
Schedule: 100% Onsite Monday-Thursday, Telework Friday
Occasional Schedule: One Saturday per quarter (8:00 AM - 12:00 PM) with advance notice

Important Notes

• Client strongly prefers candidates local to the Harrisburg, PA area.
• Do not submit candidates previously applied to requisitions:
  • 800962
  • 805699
  • 810297
• Candidates submitted more than six months ago may now be reconsidered.
• Hiring managers will directly email candidates to schedule interviews.
• Candidate email address should be included in the Summary of Qualifications section, not on the resume.
• Training lasts approximately 3-4 weeks, with typical start dates 2-3 weeks after acceptance.

Key Responsibilities

• Provide first-level technical support via telephone.
• Respond to user requests regarding hardware, software, applications, and systems.
• Troubleshoot and resolve basic technical issues following established procedures.
• Assist users with password resets and account access issues.
• Create, document, and escalate incidents through the ticketing system when necessary.
• Maintain detailed records of support activities and ticket updates.
• Escalate unresolved issues to Tier 2 support teams and third-party service providers.
• Support Active Directory user account administration.
• Reset and restore user IDs and passwords using Active Directory and RACF.
• Coordinate hardware repair requests and track service provider activities.
• Research knowledge base documentation and troubleshooting resources.
• Maintain adherence to established quality and customer service standards.
• Participate effectively within a team-oriented environment.
• Complete assigned operational support tasks within established service levels.

Required Qualifications

Experience

• Minimum 1 years of IT Service Desk, Help Desk, or Call Center experience.
• Experience supporting end users over the phone.
• Experience working with ticketing and incident management systems.

Technical Skills

• Call Tracking and Ticketing Systems
• Active Directory User & Security Group Administration
• Microsoft Windows Operating Systems
• Microsoft Office 365
• Password Administration and Account Management
• Basic Networked Desktop Support
• User Access Management

Customer Service Skills

• Excellent customer service and telephone communication skills.
• Ability to assist users with limited technical knowledge.
• Strong attention to detail and problem-solving ability.
• Effective organizational and multitasking skills.
• Ability to follow documented procedures and troubleshooting guides.
• Self-motivated with a strong commitment to customer satisfaction.

Preferred Candidate Profile

• Strong customer service background.
• Comfortable handling a high volume of inbound support calls.
• Patient and professional when assisting non-technical users.
• Reliable and punctual with excellent attendance.
• Works well in a team-oriented service environment.
• Basic IT support knowledge with a willingness to learn.

Technologies Supported

• Microsoft Windows
• Microsoft Office 365
• Active Directory
• RACF
• Remedy Ticketing System
• Desktop & Application Support Tools

Work Environment

This position is an operational Tier 1 Help Desk role where team members spend the majority of the day supporting users by phone. Successful candidates will be service-oriented professionals who enjoy helping people, communicating clearly, and resolving user issues efficiently. PennDOT can train technical processes and tools; however, strong communication skills, professionalism, and customer service aptitude are essential for success in this role.