Job Summary (Help Desk Analyst – Commonwealth of PA 2 – DOS: HDA1 A4 SC3 (813029))

- Serve as first-level support in a call center environment, providing technical assistance and guidance to users via phone and email.
- Troubleshoot and resolve user issues related to business applications, account logins, password resets, and general application navigation.
- Determine if issues are hardware-related (e.g., modem, printer, cables, telephone) or application-related; document all interactions and solutions in a tracking system.
- Escalate unresolved or complex issues to senior staff or tier-two technical resources according to established procedures.
- Assist users through problem-solving steps, utilizing technical databases, reference materials, and collaboration with colleagues.
- Manage and report time spent on all assigned work activities, ensuring adherence to quality standards and timely completion of tasks.
- Support agency computer repairs, software installations/updates, and basic equipment maintenance as required.
- Run daily reports and handle their distribution, including hand delivery or preparation for inter-company mail.
- Create and manage ServiceNow incidents for all incoming phone and email support requests.
- Provide limited assistance with cable clean-up, equipment installation, data center cleaning, and moving/racking hardware.
- Assist senior technical staff with lower-level tasks, such as data acquisition and report generation.
- Communicate clearly and effectively, both verbally and in writing, while working collaboratively in a team environment.
- Hybrid work schedule: combination of in-office and remote work after initial training period; must be local to Harrisburg, PA.
- Must comply with all agency policies, including the prohibition of using or transporting government equipment outside the United States.