777638 - PennDOT - HDA3 A4 SC3 (Tier 1 Help Desk)

Requisition Class: HDA: HDA3: HDA3 A4 SC3

Work Location: Dauphin County, Pennsylvania, US, (Onsite)

Estimated Start Date: 10/27/2025

Estimated End Date: 06/30/2026

Note: Only candidates who are legally authorized to work in the United States should apply. Candidates without valid work authorization are strictly advised not to apply, as they will not be considered or submitted to the client.

Role Overview

PennDOT seeks someone with customer service experience, people skills, prefer a team environment and have basic IT experience. They can teach the IT, but the candidate either will have or doesn’t have people and customer service skills.

The Help Desk Analyst Performs The Skills Listed Below

• Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Investigates and resolves computer software and hardware problems of users.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Talks with technical and non-technical co-workers to research problem and find solution.
• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
• Follow quality standards and displays strong customer service skills.
• Able to work in a team environment.
• Complete assigned tasks.
• Excellent communication skills; both written and spoken.
• Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory
• Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
• Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.
  
  

Required Skills

• Experience with call tracking and ticketing software
• Attentive to details and ability to be resourceful (using supplied documentation)
• Ability to support users with limited knowledge of computers, software, hardware, and systems
• Above average communication skills and telephone manner.
• Excellent organizational skills
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
• Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• 1 years previous IT Service Desk and/or Call Center experience required.
  
  

How To Apply

If you are interested in this exciting opportunity, please submit the following documents to hrteam@thethinkbeyond.com:

• Updated Resume in Word format (Mandatory)
• Expected hourly rate (Mandatory)
  
  

Note: Applications without the mandatory documents cannot be processed.

If this role is not suitable for you, please feel free to forward this message to anyone who may be interested.

Thank you for considering this exciting opportunity with us!

If you have any questions or need further clarification, feel free to call or text at (512) 800-8781.