Tier 1 Help Desk Analyst

Location: Harrisburg, PA
Work Arrangement: Hybrid - 80% Onsite / 20% Remote. Client would prefer candidates local to the Harrisburg, PA Area.
Schedule: 40 hours per week; 8 hours per day, 5 days per week. Once per quarter, Saturday work from 8 AM - 12 PM is integrated into the scheduled 40-hour week; management will give at least two weeks' notice beforehand.
Interview: On-site
Contract: 09/21/2026 - 06/30/2027. Historically, these roles are extended for an additional year.
Visas Accepted: USC, GC, GC EAD, H1B

Role Overview

PennDOT seeks a Tier 1 Help Desk Analyst for an operational-type role based at The Riverfront Office Center (ROC), 1101 South Front St., Harrisburg, PA 17104. The team works onsite four days per week and teleworks every Friday. Candidates local to the Harrisburg, PA Area are preferred.

This is a Tier 1 position requiring work on phones all day. The position is 100% on the phones, focused on password resets and application support. No Tier 2 work will be performed. Reliability and communication are key components to making the department successful.

PennDOT seeks someone with customer service experience, people skills, a preference for a team environment and basic IT experience. They can teach the IT, but the candidate either will have or doesn't have people and customer service skills. The training cycle runs 3-4 weeks. A 2-year associates degree or equivalent technical study is required.

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 problems and find solutions.
• Asks users with problems to participate in diagnostic procedures by telephone, using diagnostic software or by listening to and following instructions.
• Creates and escalates Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
• Follows quality standards and displays strong customer service skills.
• Works in a team environment.
• Completes assigned tasks.
• Resets or restores mainframe, LAN and User IDs and passwords through RACF or Active Directory.
• Diagnoses and coordinates the repair of products by dispatching and tracking the work of appropriate Service Providers.
• Researches and updates, 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
• Customer service experience
• People skills
• Excellent communication skills; both written and spoken.

Preferred Qualifications

• Client would prefer candidates local to the Harrisburg, PA Area.