PennDOT - HDA3 A4 SC3 (Tier 1 Help Desk)

Help Desk Analyst - 1+ year of field experience. 2-year associates degree or equivalent technical study.

***Please be aware that upwards of 2 positions may be open.***

***This requisition has an hour-long in-person interview.***
***Client would prefer candidates local to the Harrisburg, PA Area.***
***Do not resubmit candidates from previously released Help Desk req #s 800962 & 805699.***
Vendors, please be aware that candidates submitted at least 6 months ago from 8/28/26 may now be reconsidered for this req.
***This position is funded through 6/30/27, so use that date in the RTR. Contract end date is dependent on the final schedule and projected needs. Historically additional funding should then last a fiscal year.***

***For this particular hiring team management directly emails the candidate to set up interviews. Please provide your candidate's e-mail address (and if desired their phone number) under Summary of Qualifications (seen in the Details tab). This should never be in the resume.***

The training cycle runs 3-4 weeks, so start date would most often fall 2 to 3 weeks from the date of acceptance.

This team teleworks on every Friday.
This position is 100% onsite and at The Riverfront Office Center (ROC) (the main DMV building along the Susquehanna River, just south of I-83), specifically located at-
1101 South Front St., Harrisburg, PA 17104
Since the team moved to that location there is no longer a need to bring a $$$ check as PennDOT doesn't charge for badges there.

This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. No Tier 2 work will be performed. This is an operational-type job and reliability, and communication are key components to making the department successful.


PennDOT seeks someone with customer service experience, people skills, prefer a team environment and have basic IT experience. They can teach the IT, but the candidate either will have or doesn't have people and customer service skills.

The Help Desk Analyst performs the skills listed below-
• Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Investigates and resolves computer software and hardware problems of users.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Talks with technical and non-technical co-workers to research problem and find solution.
• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
• Follow quality standards and displays strong customer service skills.
• Able to work in a team environment.
• Complete assigned tasks.
• Excellent communication skills; both written and spoken.
• Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory
• Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
• Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.

Required Skills:
• Experience with call tracking and ticketing software
• Attentive to details and ability to be resourceful (using supplied documentation)
• Ability to support users with limited knowledge of computers, software, hardware, and systems
• Above average communication skills and telephone manner.
• Excellent organizational skills
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
• Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• 1+ years previous IT Service Desk and/or Call Center experience required.

***Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks' notice beforehand.***
Required/Desired Skills

SkillRequired /DesiredAmountof Experience1+ years' previous IT Service Desk and/or Call Center experience requiredRequired1YearsExperience with call tracking and ticketing softwareRequired1YearsAttentive to details and ability to be resourceful (using supplied documentation)Required1YearsAbility to support users with limited knowledge of computers, software, hardware and systemsRequired1YearsAbove average communication skills and telephone manner.Required1YearsBasic User & Security Group Active Directory administrationRequired1YearsStrong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365Required1YearsExperience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)Required1YearsExcellent organizational skillsRequired0You will be a self-motivated achiever who gains satisfaction from providing excellent customer serviceRequired0
Questions

No.QuestionQuestion1The vendor rate is $$. Do you accept?Question2Resume wise, please do not include filler material (e.g. describing a company's core capabilities/description). Please only include relevant info (e.g. what was done at the job/project). Is this reflected in the resume?Question3The hiring manager would prefer candidates local to Harrisburg, PA. Is your candidate local to the Harrisburg, PA Area? Where do they reside?Question4For this particular hiring team management directly emails the candidate to set up interviews. Did you provide your candidate's e-mail address (and if desired their phone number) under Summary of Qualifications (seen in the Details tab). This should never be in the resume. Did you do that?Question5This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. No Tier 2 work will be performed. Is this understood?Question6This position is 40 hours per week. Is this understood?Question7Inaccurate responses to the skills above will result in your company being omitted from future PennDOT requisitions. The skills (and applicable experience) must also be explicitly referenced in the candidate resume. Have you confirmed that the responses to the skills above are accurate and reflect the actual experience the candidate possesses?Question8Do you understand, and will abide by, the provision in your subcontract with OST that it is PROHIBITED for government equipment to be taken or used outside of the United States by your contractors? The consequences of this occurring can and will result in repercussions to you, the prime vendor, regardless if the candidate works for a sub-vendor of yours. It will also result in immediate termination of the contractor, and make them ineligible for rehire in the program.