Job Summary – Tier 1 Help Desk Analyst (PennDOT, Commonwealth of PA)

- Position: Tier 1 Help Desk Analyst (Onsite, Local to Harrisburg, PA)
- Location: The Riverfront Office Center (ROC), 1101 South Front St., Harrisburg, PA 17104
- Work Schedule: Monday–Friday, 8:00 a.m. – 4:30 p.m. (40 hrs/week); Telework on Fridays; Once-a-quarter Saturday (8 AM-12 PM) with advance notice
- Start Date: 11/23/2026
- Duration: Through 06/30/2027 (dependent on project needs)
- Rate: $21/hr (W2)
- Requirements: 1+ year of IT Service Desk or Call Center experience; 2-year associate degree or equivalent technical study

Key Responsibilities:
- Provide technical support and assistance to end users via phone (100% phone-based support)
- Resolve hardware, software, and systems issues, including password resets and application support
- Use call tracking/ticketing systems to document and escalate issues as needed (Remedy)
- Diagnose and coordinate repair of products with Service Providers and escalate to Tier 2 as required
- Reset and restore user IDs and passwords using RACF or Active Directory
- Support users with varying levels of technical knowledge
- Research and update reference materials to resolve user issues
- Adhere to quality standards and deliver strong customer service
- Work collaboratively in a team environment and complete assigned tasks

Required Skills & Experience:
- 1+ year of IT Service Desk and/or Call Center experience
- Experience with call tracking and ticketing software
- Attention to detail and resourcefulness with provided documentation
- Ability to assist users with limited technical expertise
- Strong communication skills and professional phone manner
- Basic Active Directory administration (User & Security Group)
- Strong knowledge of Microsoft operating systems, especially Windows 7 and Office 365
- Experience with Office 365 troubleshooting (permissions, calendar sharing, delegation)
- Excellent organizational skills
- Self-motivated with a customer service focus

Preferred Attributes:
- Local to Harrisburg, PA area (preferred)
- Strong people and customer service skills; ability to thrive in a team environment

Other Notes:
- 100% onsite (except telework Fridays)
- No Tier 2 support responsibilities; strictly Tier 1
- Candidate contact information (email, phone) must be included in the Summary of Qualifications (not resume)
- Government equipment may not be used outside the U.S.
- Reliability and communication are critical for department success

Summary:
This position is ideal for a detail-oriented, customer-focused IT professional with at least one year of Tier 1 help desk experience, strong communication skills, and the ability to work onsite in Harrisburg, PA. The role emphasizes phone-based support, password resets, and application troubleshooting within a collaborative team environment.