Help Desk Analyst Tier 1

Help Desk Analyst Tier 1
Location: 1101 South Front Street, Harrisburg, PA 17104
Work Arrangement: Onsite (telework every Friday)
Work Schedule: 37.5 hours per week, Monday Friday
Experience: 1+ year of IT Service Desk and/or Call Centre experience

Job Summary
We are seeking a customer-focused Tier 1 Help Desk Analyst to provide first-level technical support to end users for the Pennsylvania Department of Transportation (PennDOT).
This is a phone-based support role focused on password resets, account access, and application support. The ideal candidate will have strong communication and customer service skills, basic IT knowledge, and the ability to assist users with varying levels of technical expertise.
Key Responsibilities

• Provide technical assistance and support to end users by phone for hardware, software, and system-related issues.
• Troubleshoot and resolve basic computer, software, and application problems.
• Assist users with password resets and account access issues.
• Reset or restore mainframe, LAN, and user IDs and passwords using RACF or Active Directory.
• Create and escalate Remedy trouble tickets to Tier 2 Service Desk teams or third-party service providers as needed.
• Guide users through diagnostic procedures and troubleshooting steps.
• Communicate with technical and non-technical staff to research issues and identify solutions.
• Track service requests and coordinate repairs with appropriate service providers.
• Use reference documentation and diagnostic resources to resolve end-user issues.
• Maintain accurate ticket records and follow established quality standards.
• Complete assigned tasks and provide reliable, professional customer service.

Required Qualifications

• At least 1 year of IT Service Desk and/or Call Center experience.
• Associate degree (2 years) or equivalent technical education/study.
• Experience using call-tracking and ticketing software.
• Basic Active Directory administration, including user accounts and security groups.
• Strong knowledge of Microsoft Windows operating systems.
• Experience using and troubleshooting Microsoft Office 365 in a network environment, including permissions, calendar sharing, and delegation.
• Strong telephone etiquette and above-average verbal and written communication skills.
• Excellent customer service, organizational, and problem-solving skills.
• Ability to support users with limited computer, software, hardware, and systems knowledge.
• Attention to detail and the ability to use available documentation to resolve issues.
• Ability to work effectively in a team environment and reliably manage assigned tasks.

Work Schedule and Additional Requirements

• The position is 100% onsite, with telework every Friday as scheduled by the team.
• Occasional Saturday work is required once per quarter, from 8:00 AM to 12:00 PM. Management will provide at least two weeks' notice.
• The initial training cycle lasts approximately 3 4 weeks. Start dates typically occur 2 3 weeks after acceptance.
• The contract is currently funded through June 30, 2027. Any extension depends on funding and the final project schedule.

Preferred Candidate Profile
The ideal candidate is dependable, customer-oriented, professional on the phone, and comfortable handling a high volume of calls. Strong people skills and a willingness to learn are essential.