Help Desk Analyst Tier 1

Job Summary:

The Tier 1 Help Desk Analyst provides frontline technical support and customer service to end users primarily via phone. This role focuses on password resets, application support, and troubleshooting hardware and software issues. The position requires strong communication skills, attention to detail, and the ability to work effectively in a team environment. It is a fully onsite role located at the Riverfront Office Center in Harrisburg, PA, supporting PennDOT operations. Responsibilities:

• Provide technical assistance and advice to end users regarding hardware, software, and systems via phone.
• Investigate and resolve computer software and hardware problems.
• Answer user questions by applying knowledge of computer systems and procedures.
• Communicate with technical and non-technical staff to research and resolve issues.
• Guide users through diagnostic procedures over the phone.
• Create and escalate Remedy trouble tickets to Tier 2 or third-party service providers as needed.
• Follow quality standards and demonstrate strong customer service skills.
• Reset or restore mainframe, LAN, and user IDs and passwords via RACF or Active Directory.
• Coordinate repairs by dispatching and tracking service providers.
• Maintain and update reference materials and diagnostic aids.
• Complete assigned tasks reliably and communicate effectively within the team.

Required Skills & Certifications:

• 1+ year of IT Service Desk or Call Center experience.
• Experience with call tracking and ticketing software.
• Strong knowledge of Microsoft operating systems, especially Windows 7, and Office 365.
• Experience troubleshooting Office 365 in a network environment (permissions, calendar sharing, delegation).
• Basic administration of User and Security Groups in Active Directory.
• Excellent organizational, communication, and telephone skills.
• Ability to support users with limited computer knowledge.
• Attention to detail and resourcefulness using supplied documentation.
• Self-motivated with a strong customer service orientation.

Preferred Skills & Certifications:

• Customer service experience in a team environment.
• Experience working in an operational help desk setting.

Special Considerations:

• Position is 100% onsite at the Riverfront Office Center, 1101 South Front St., Harrisburg, PA.
• Requires working on phones all day with no Tier 2 responsibilities.
• Quarterly Saturday shifts from 8 AM to 12 PM with at least two weeks' notice.
• Must comply with strict policies prohibiting government equipment use outside the United States.
• Requires in-person hour-long interview.
• Candidate preferably resides in or near Harrisburg, PA.

Scheduling:

• Full-time, 40 hours per week.
• Telework available every Friday during training and possibly thereafter.
• Training cycle lasts 3-4 weeks, with start dates typically 2-3 weeks after acceptance.