Help Desk Specialist

ATC; Harrisburg (Dauphin County); On-site; USD 42,000 - 54,000; Full time

Job summary

ATC is seeking a Help Desk Analyst to handle 100% phone-based support, including password resets and application support. The role emphasizes reliability, clear communication, and teamwork to ensure department success.

Candidates should bring customer service experience and basic IT know-how; training will be provided for IT tasks. Responsibilities include assisting end users, diagnosing issues, creating Remedy tickets, and coordinating with service providers as needed.

Qualifications

• Experience in customer service and ability to explain technical info to non-technical users.
• Strong communication and written skills are required.
• Able to work in a team environment and maintain reliability.

Responsibilities

• Provide technical assistance and support to end users for hardware, software, and systems via phone.
• Investigate and resolve computer problems and coordinate with Tier 2 when needed.
• Create and escalate Remedy trouble tickets to Tier 2 or 3rd party providers.
• Follow quality standards and maintain strong customer service.
• Reset passwords and user IDs and coordinate hardware/software issue resolution.

Skills

Customer service

Communication skills

Team player

Problem solving

Documentation

Tools

Remedy

Office 365

Job description

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.

Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks’ notice beforehand.