PennDOT - HDA3 A4 SC3 (Tier 1 Help Desk)

Novalink Solutions LLC; Harrisburg (Dauphin County); On-site; USD 42,000 - 64,000; Full time

Job summary

Novalink Solutions LLC in Harrisburg, United States is seeking a Help Desk Analyst (Tier 1) to provide phone-based support for end users. The role emphasizes rapid issue resolution, strong customer service, and teamwork.

Training in IT may be provided while candidates bring prior service desk or call center experience. Responsibilities include handling calls, diagnosing problems, creating Remedy tickets, and coordinating with Tier 2 or external providers as needed.

Qualifications

• 1+ years' IT Service Desk or Call Center experience.
• Experience with call tracking and ticketing software.
• Attention to detail and resourcefulness.
• Ability to support users with limited knowledge of computers, software, hardware and systems.
• Excellent communication and telephone manner.
• Basic User & Security Group Active Directory administration.
• Strong knowledge of Windows 7 and Office 365.
• Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation).

Responsibilities

• Provide technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Investigate and resolve computer software and hardware problems of users.
• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed.
• Follow quality standards and display strong customer service skills.
• Able to work in a team environment.
• Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory.

Skills

Ticketing software

Attention to detail

User support

Communication skills

Active Directory

Windows 7

Office 365

IT Service Desk

Job description

Harrisburg, United States | Posted on 10/26/2026

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 escalates 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.**

Requirements

Required / Desired Skills

Skill

Required / Desired

Amount of Experience

1+ years' previous IT Service Desk and/or Call Center experience required Required 1 Years

Experience with call tracking and ticketing software Required 1 Years

Attentive to details and ability to be resourceful (using supplied documentation) Required 1 Years

Ability to support users with limited knowledge of computers, software, hardware and systems Required 1 Years

Above average communication skills and telephone manner. Required 1 Years

Basic User & Security Group Active Directory administration Required 1 Years

Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 Required 1 Years

Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) Required 1 Years

Excellent organizational skills Required

You will be a self-motivated achiever who gains satisfaction from providing excellent customer service Required