Help Desk Analyst

Inabia Software & Consulting Inc.; Pennsylvania; On-site; USD 42,000 - 52,000; Part time

Job summary

Inabia Software & Consulting Inc. is seeking a Help Desk Analyst to support the Commonwealth of PA. The role is 100% onsite in Dauphin County, PA, with a requirement for 1+ year of field IT service desk experience and a 2-year associate degree or equivalent training.

The position emphasizes phone-based support, password resets, and application assistance. Local candidates or those willing to relocate are preferred; interviews are in-person, and the role includes strong emphasis on customer

Qualifications

• 1+ years of IT Service Desk and/or Call Center experience required.
• Experience with call tracking and ticketing software.
• Able to support users with basic knowledge of computers, software, hardware, and systems.
• Excellent communication skills and telephone manner.
• Strong organizational skills.
• Basic User & Security Group Active Directory administration.
• Strong knowledge of Windows 7 and Office 365; experience with Office 365 in a network environment.
• Self-motivated achiever with focus on customer service.
• Training period 3–4 weeks; local candidates preferred.

Responsibilities

• Handle 1st-line IT support on phones all day.
• Perform password resets and application support.
• Utilize call tracking and ticketing systems to manage incidents.
• Provide courteous, clear communication to users and document interactions.
• Ensure effective post-resolution follow-up and user satisfaction.

Skills

Call tracking

Detail oriented

End-user support

Strong communication

Organizational skills

Active Directory administration

Windows 7 / Office 365

Office 365 troubleshooting

IT Service Desk experience

Customer service

Education

2-year associate degree or equivalent

Tools

Active Directory

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

Job Overview

This role shall: JD: This requisition has an hour-long in-person interview. Client would prefer candidates local to the Harrisburg, PA Area. 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.

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

The 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.