Help Desk Analyst - Harrisburg, PA/On-Site

STI; Harrisburg (Dauphin County); On-site; USD 25,000 - 39,000; Full time

Job summary

STI is seeking a Help Desk Analyst for a 6+ month on-site role in Harrisburg, PA. The position focuses on Tier 1 phone-based support, password resets, and application assistance. Training spans several weeks, with quarterly scheduled Saturday shifts and an in-person interview.

Ideal candidates have customer service experience, strong communication, and basic IT knowledge. Local availability and reliability are valued for a fast onboarding process.

Qualifications

• 1+ years IT Service Desk experience required.
• Customer service experience and strong people skills preferred.
• Local candidates in the Harrisburg, PA area are preferred.
• Familiarity with Remedy ticketing and call-tracking systems is a plus.
• Ability to support users with varying levels of IT knowledge.

Responsibilities

• Provide technical assistance via phone for hardware, software, and systems.
• Investigate and resolve computer problems for end users.
• Answer questions using knowledge of software, hardware, and procedures.
• Communicate with team members to research and resolve issues.
• Create and escalate Remedy tickets to Tier 2 or vendors as needed.
• Maintain quality standards and deliver strong customer service.
• Work effectively in a team environment and complete tasks.
• Reset/restore IDs and passwords through RACF or Active Directory.
• Coordinate repairs by dispatching service providers and tracking progress.
• Update references and diagnostics for issue resolution.

Skills

Call tracking

Ticketing software

Attention to detail

User support

Communication skills

Organizational skills

Active Directory

Windows 7 / Office 365

Office 365 admin

IT Service Desk experience

Tools

Remedy

Job description

Help Desk Analyst
Harrisburg, PA/On-Site
6+ Months
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.
Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks’ notice beforehand.
The training cycle runs 3-4 weeks, so start date would most often fall 2 to 3 weeks from the date of acceptance.
This requisition has an hour-long in-person interview.
Client would prefer candidates local to the Harrisburg, PA Area.
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.
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 elevate 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.