Help Desk Analyst

Job Description

Job DescriptionJob Title: Help Desk Analyst
Job Code: PA 777638
Client: Commonwealth of PA PennDOT
Location: 1101 South Front St., Harrisburg, PA 17104 (100% Onsite, locals preferred)
Contract Duration: Until 06/30/2026
Hours: Mon-Fri 8 AM 5 PM (Quarterly Saturday 8 AM 12 PM, notice given)

Position Overview:
PennDOT is seeking a Help Desk Analyst to provide Tier 1 technical support for end users. This is a 100% onsite position requiring excellent customer service, communication, and reliability. Candidates must be local to Harrisburg, PA.

Key Responsibilities:

• Provide technical assistance and support for hardware, software, and systems via phone
  
  
• Investigate and resolve computer and software issues
  
  
• Answer questions using technical knowledge and diagnostic procedures
  
  
• Create and escalate Remedy tickets to Tier 2 or 3rd party support as needed
  
  
• Reset/restore User IDs and passwords via RACF or Active Directory
  
  
• Maintain documentation and diagnostic aids
  
  
• Support users with limited computer knowledge
  
  
• Work reliably in a team environment and complete assigned tasks
  
  
• Display strong customer service and communication skills
  
  

Required Skills & Experience:

• 1+ years IT Service Desk and/or Call Center experience
  
  
• Experience with call tracking and ticketing software
  
  
• Attention to detail and resourcefulness using supplied documentation
  
  
• Ability to support users with limited computer knowledge
  
  
• Strong communication skills and professional telephone manner
  
  
• Basic Active Directory administration (User & Security Group)
  
  
• Strong knowledge of Windows 7 and Office 365 environments
  
  
• Experience troubleshooting Office 365 (permissions, calendar sharing, delegation)
  
  
• Excellent organizational skills
  
  
• Self-motivated achiever with focus on customer service
  
  

Additional Notes:

• Training cycle is 34 weeks; start date typically 23 weeks post-acceptance
  
  
• Telework allowed every Friday
  
  
• Hour-long in-person interview required
  
  
• Must comply with government equipment restrictions (cannot be used outside the US)
  
  
• This is an operational position; Tier 2 work is not required
  
  
• Reliability and communication are key to success in this role
  
  

Pre-Screen Questions:

1. Are you local to Harrisburg, PA? Where do you reside?
   
   
2. Do you understand this is a Tier 1 position with phones, password resets, and application support only?
   
   
3. Do you understand this position is 40 hours per week?
   
   
4. Will you comply with government equipment restrictions?