Help Desk Analyst

Inabia Software & Consulting Inc.; Pennsylvania; On-site; USD 36,000 - 60,000; Full time

Job summary

Inabia Software & Consulting Inc. seeks a Help Desk Analyst with 1+ year of field experience for a long-term contract position in Dauphin County, PA. The role is 100% onsite at the Riverfront Office Center, focused on phone-based support, password resets, and application assistance.

The ideal candidate has strong customer service skills and basic IT knowledge, with the ability to learn IT concepts and support users with varying tech literacy. Training is provided.

Qualifications

• 1+ years of IT Service Desk or Call Center experience.
• Experience with call tracking and ticketing software.
• Ability to support users with limited IT knowledge of computers, software, hardware and systems.
• Strong communication and organizational skills.
• Basic IT concepts and Windows 7/Office 365 familiarity.

Responsibilities

• This is a Tier 1 role handling on-phone support throughout the day.
• Perform password resets and user provisioning.
• Provide on-site application support at the DMV facility.
• Maintain customer service standards and document issues.
• Collaborate with team and relay information clearly.

Skills

Call tracking

Ticketing systems

Customer service

Communication skills

Active listening

Education

Associate degree or technical study

Tools

Office 365

Active Directory

Windows OS

Job description

• Job Title: Help Desk Analyst – 1+ year of field experience. 2-year associates degree or equivalent technical study.
• Client: Commonwealth of PA 2
• Implementation partner: VDart
• Job Type: long term contract
• Visa Type: No sponsor available for this job (Only local candidate or someone willing to relocate are accepted for this role)
• Location: Dauphin County- PA

This role shall: JD:

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 $20 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.

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.