IT Helpdesk Analyst – Onsite with Friday Telework

American business solutions inc; Harrisburg (Dauphin County); On-site; USD 25,000 - 36,000; Full time

Job summary

PennDOT is seeking a Contract Help Desk Analyst to support end users on phones, handle password and account resets, and manage Remedy tickets. The role requires customer service experience and basic IT knowledge. The position is 100% onsite at The Riverfront Office Center in Harrisburg, with a 3–4 week training cycle and a 2–3 week start window.

Strong communication and teamwork are essential, along with familiarity with Windows 7 and Office 365. Some Saturday hours are quarterly.

Qualifications

• 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.

Responsibilities

• 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 escape 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.

Skills

Call tracking software

Ticketing software

Attention to detail

Customer service

Communication skills

Organizational skills

Active Directory administration

Windows 7 & Office 365

Office 365 troubleshooting

Remote/phone support

IT Service Desk experience

Tools

Remedy

RACF

Active Directory

Job description

PennDOT is seeking a Contract Help Desk Analyst to support end users on phones, handle password and account resets, and manage Remedy tickets. The role requires customer service experience and basic IT knowledge. The position is 100% onsite at The Riverfront Office Center in Harrisburg, with a 3–4 week training cycle and a 2–3 week start window.

Strong communication and teamwork are essential, along with familiarity with Windows 7 and Office 365. Some Saturday hours are quarterly.