Analysis Skills, Call Centers, Call Monitoring, Communication Skills, Computer Hardware, Computer Software, Customer Support/Service, Diagnostics Solutions/Software, Documentation, EAD, Help Desk, Identify Issues, Information Technology & Information Systems, Interpersonal Skills, Local Area Network (LAN), Mainframe Computer, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows 7, Operating Systems, Organizational Skills, Problem Solving Skills, Publications, Quality Metrics, RACF (Resource Access Control Facility), Remedy, Resolve Customer Issues, Software Administration, Team Player, Technical Support, Telephone Skills, Trouble Tickets
Location: Harrisburg, PA
Work Arrangement: Hybrid - 80% Onsite / 20% Remote; client would prefer candidates local to the Harrisburg, PA Area. This team teleworks on every Friday. This position is 100% onsite and at The Riverfront Office Center (ROC), 1101 South Front St., Harrisburg, PA 17104
Schedule: 8 hours/day, 5 days/week; Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks' notice beforehand
Interview: On-Site
Contract: 07/13/2026 - 06/30/2027. Historically, these roles are extended for an additional year.
Visas Accepted: USC, GC, GC EAD, H1B
Role Overview
PennDOT seeks someone with customer service experience, people skills, prefer a team environment and have basic IT experience. This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. No Tier 2 work will be performed. This is an operational-type job and reliability, and communication are key components to making the department successful. Client would prefer candidates local to the Harrisburg, PA Area.
Primary Responsibilities
- 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 Technical Skills
- 1+ years' previous IT Service Desk and/or Call Center experience required
- 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.
- 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)
- Excellent organizational skills
- You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
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