Help Desk Analyst (Tier 1)

Front-line, phone-based technical support role for internal users in a high-volume service desk environment in Harrisburg, PA.

Responsibilities

• Deliver first-level help desk support to internal users via telephone.
• Handle user requests related to hardware, software, applications, and systems.
• Troubleshoot and resolve basic technical issues using established procedures.
• Assist with password resets and account access problems.
• Open, document, and escalate incidents in the ticketing system when needed.
• Maintain detailed records of support activity and ticket updates.
• Escalate unresolved issues to Tier 2 support teams and, when required, third-party service providers.
• Support Active Directory user account administration.
• Reset and restore user IDs and passwords using Active Directory and RACF.
• Coordinate hardware repair requests and track service provider activity.
• Use the knowledge base to research troubleshooting guidance and documented resources.
• Follow established quality and customer service standards.
• Work effectively in a team-oriented environment.
• Complete operational support tasks within established service levels.

Requirements

• 1+ years of IT Service Desk, Help Desk, or Call Center experience.
• Experience supporting end users over the phone.
• Experience using ticketing and incident management systems.
• Excellent customer service and telephone communication skills.
• Ability to assist users with limited technical knowledge.
• Strong attention to detail and problem-solving skills.
• Effective organizational and multitasking ability.
• Comfort following documented procedures and troubleshooting guides.
• Self-motivated with a commitment to customer satisfaction.

Technologies

• Active Directory
• RACF
• Remedy Ticketing System
• Microsoft Windows
• Microsoft Office 365
• Desktop & Application Support Tools

Schedule

• 100% onsite Monday–Thursday
• Telework Friday
• Occasional Saturday: one Saturday per quarter, 8:00 AM–12:00 PM with advance notice

Interview & Training

• Interview type: 1-hour virtual interview
• Training duration: approximately 3–4 weeks
• Typical start dates: 2–3 weeks after acceptance

Location

• Onsite: Harrisburg, PA 17101 (Dauphin County)

Pay

• USD 20–22 per hour

Important Notes

• Client strongly prefers candidates local to the Harrisburg, PA area.
• Do not submit candidates previously applied to requisitions: 800962, 805699, 810297.
• Candidates submitted more than six months ago may be reconsidered.
• Hiring managers will directly email candidates to schedule interviews.
• Include the candidate email address in the Summary of Qualifications section (not on the resume).

PennDOT can train technical processes and tools; strong communication skills, professionalism, and customer service aptitude are essential. Team members spend most of the day supporting users by phone in this operational Tier 1 Help Desk role.