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 studyKey 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 tasksRequired 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 focusPreferred Attributes:- Local to Harrisburg, PA area (preferred)- Strong people and customer service skills; ability to thrive in a team environmentOther 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 successSummary: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.