Help Desk Specialist - Onsite

S R International Inc; Harrisburg (Dauphin County); Vor Ort; USD 25.000 - 33.000; Vollzeit

Zusammenfassung

This position is a Tier 1 Help Desk Analyst role located onsite in Harrisburg, PA, supporting PennDOT via phone-based assistance. It requires 1+ year of IT service desk or call center experience and a 2-year associate degree or equivalent technical study.

The workweek is 40 hours, with telework on Fridays and occasional Saturday shifts with notice. The candidate will handle password resets, account access, and basic Office 365 troubleshooting while using Remedy for ticketing and collaborating

Qualifikationen

• 1+ year of IT service desk and/or call center experience.
• Experience with call tracking and ticketing software (e.g., Remedy).
• Attention to detail and ability to work from documented procedures.
• Ability to assist users with varying levels of technical knowledge.
• Strong communication and professional phone manner.
• Basic Active Directory administration (User & Security Group).
• Familiarity with Windows operating systems and Office 365 troubleshooting.
• Excellent organizational skills and customer service focus.

Aufgaben

• Provide technical support to end users via phone (100% phone-based).
• Resolve hardware, software, and systems issues, including password resets.
• Document and escalate issues using call tracking/ticketing systems (Remedy).
• Diagnose and coordinate repair with providers and escalate to Tier 2 when needed.
• Reset and restore user IDs and passwords using RACF or Active Directory.
• Support users with varying levels of technical knowledge.
• Research and update reference materials to resolve issues.
• Adhere to quality standards and deliver strong customer service.
• Work collaboratively in a team and complete assigned tasks.

Kenntnisse

Windows OS

Office 365

Active Directory

Remedy

Phone support

Communication skills

Ausbildung

2-year associate degree or equivalent technical study

Tools

Remedy

Jobbeschreibung

Job Summary – Tier 1 Help Desk Analyst (PennDOT, Commonwealth of PA)

• Position: Tier 1 Help Desk Analyst (Onsite, Local to Harrisburg, PA)
• Location: The Riverfront Office Center (ROC), 1101 South Front St., Harrisburg, PA 17104
• Work Schedule: Monday–Friday, 8:00 a.m. – 4:30 p.m. (40 hrs/week); Telework on Fridays; Once-a-quarter Saturday (8 AM-12 PM) with advance notice
• Start Date: 11/23/2026
• Duration: Through 06/30/2027 (dependent on project needs)
• Rate: $21/hr (W2)
• Requirements: 1+ year of IT Service Desk or Call Center experience; 2-year associate degree or equivalent technical study

Key Responsibilities

• Provide technical support and assistance to end users via phone (100% phone-based support)
• Resolve hardware, software, and systems issues, including password resets and application support
• Use call tracking/ticketing systems to document and **escalate** issues as needed (Remedy)
• Diagnose and coordinate repair of products with Service Providers and **escalate** to Tier 2 as required
• Reset and restore user IDs and passwords using RACF or Active Directory
• Support users with varying levels of technical knowledge
• Research and update reference materials to resolve user issues
• Adhere to quality standards and deliver strong customer service
• Work collaboratively in a team environment and complete assigned tasks

Required Skills & Experience

• 1+ year of IT Service Desk and/or Call Center experience
• Experience with call tracking and ticketing software
• Attention to detail and resourcefulness with provided documentation
• Ability to assist users with limited technical expertise
• Strong communication skills and professional phone manner
• Basic Active Directory administration (User & Security Group)
• Strong knowledge of Microsoft operating systems, especially Windows 7 and Office 365
• Experience with Office 365 troubleshooting (permissions, calendar sharing, delegation)
• Excellent organizational skills
• Self-motivated with a customer service focus

Preferred Attributes

• Local to Harrisburg, PA area (preferred)
• Strong people and customer service skills; ability to thrive in a team environment

Other Notes

• 100% onsite (except telework Fridays)
• No Tier 2 support responsibilities; strictly Tier 1
• Candidate contact information (email, phone) must be included in the Summary of Qualifications (not resume)
• Government equipment may not be used outside the U.S.
• Reliability and communication are critical for department success

Summary

This position is ideal for a detail-oriented, customer-focused IT professional with at least one year of Tier 1 help desk experience, strong communication skills, and the ability to work onsite in Harrisburg, PA. The role emphasizes phone-based support, password resets, and application troubleshooting within a collaborative team environment.