Job Description

Job Description

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.

Job Tags

Contract work, Work at office, Local area,

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