Tier 1 Help Desk

Contract Duration: 12/15/2025 – 06/30/2026 Location: Dauphin County, PA (100% onsite at The Riverfront Office Center, 1101 South Front St., Harrisburg, PA 17104) Local Preference: Candidates local to the Harrisburg, PA area are preferred. Interview Process: The hiring team will contact candidates directly for interviews. Scope of Work: No Tier 2 work will be performed; this is an operational role focused on customer service and reliability. Saturday Work: Scheduled Saturday work (8 AM – 12 PM) once per quarter, with at least two weeks' notice. Work Arrangements: This position is 100% onsite. The team teleworks every Friday. Training Cycle: Training runs 3-4 weeks, with a start date typically 2-3 weeks after acceptance. Badge Policy: No fee required for badges at the current location. In-Person Interview: This requisition includes an hour-long in-person interview. Position Overview: PennDOT is seeking a Tier 1 Help Desk Analyst to provide technical support and customer service for end users. This role is 100% phone-based, focusing on password resets, application support, and troubleshooting within a team environment. The position requires strong communication, reliability, and basic IT skills. Training lasts 3-4 weeks, with a start date typically 2-3 weeks after acceptance. The team teleworks every Friday. Key Responsibilities: Provide technical assistance and support to end users via phone for hardware, software, and systems. Investigate and resolve computer software and hardware issues. Create and escalate Remedy trouble tickets to Tier 2 or third-party providers as needed. Reset or restore mainframe, LAN, and User IDs/passwords through RACF or Active Directory. Diagnose and coordinate repairs by dispatching and tracking service providers. Research and update reference materials to resolve end-user issues. Support users with limited computer knowledge, demonstrating patience and resourcefulness. Work in a team environment, completing assigned tasks with strong organizational and communication skills. Required Skills: 1+ years of IT Service Desk and/or Call Center experience. Experience with call tracking and ticketing software. Basic User & Security Group Active Directory administration. Proficiency in Microsoft Windows 7 and Office 365, including troubleshooting permissions, calendar sharing, and delegation. Above-average communication skills, both written and verbal. Ability to support users with varying technical knowledge. Self-motivated with a focus on delivering excellent customer service.