PennDOT - HDA3 A4 SC3 (Tier 1 Help Desk)

Novalink Solutions; Harrisburg (Dauphin County); Presencial; USD 42.000 - 54.000; Jornada completa

Descripción de la vacante

Novalink Solutions is seeking a Help Desk Analyst in Harrisburg, PA. The role is 100% phone-based, handling password resets and basic application support.

You will provide technical assistance to end users, escalate issues to Tier 2 or vendors, and ensure timely resolution while maintaining strong customer service and communication. Ideal candidates have 1+ years in IT Service Desk or Call Center, experience with Remedy or similar ticketing systems, and solid knowledge of Windows 7 and Office

Formación

• 1+ years IT Service Desk or Call Center experience required.
• Experience with call tracking and ticketing software.
• Attentive to details and resourceful using documentation.
• Ability to support users with limited computer knowledge.
• Excellent organizational and communication skills.
• Experience with Active Directory (Users/Security Groups).
• Strong knowledge of Windows operating systems (Windows 7) and Office 365.
• Experience with Office 365 permissions, calendar sharing, delegation.
• Self-motivated with a focus on customer service.

Responsabilidades

• Provide technical assistance and support to end users via phone.
• Create and escalate Remedy tickets to Tier 2 or vendors as needed.
• Resolve software/hardware problems and follow diagnostic procedures.
• Communicate clearly with users and coworkers to research and resolve issues.
• Reset passwords and manage IDs through RACF or Active Directory.
• Coordinate repair of products by dispatching service providers.

Conocimientos

IT Service Desk

Customer service

Telephone manner

Communication (written and spoken)

Windows 7 & Office 365

Office 365 troubleshooting in network

Active Directory administration (User/

Educación

High school diploma or equivalent

Herramientas

Remedy/Ticketing software

Descripción del empleo

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