Phone-First Help Desk Specialist (Tier 1)

STI; Harrisburg (Dauphin County); On-site; USD 40,000 - 56,000; Full time

Job summary

PennDOT is seeking a Help Desk Analyst to work entirely on the phones, handling password resets and application support. This Tier 1 role requires reliability and strong communication to keep the department functioning smoothly, with limited or no Tier 2 involvement.

Ideal candidates will have customer service experience, basic IT skills, and the ability to work well in a team. Training will be provided as needed, and on-site work in Harrisburg area is expected.

Qualifications

• 1+ years of IT Service Desk and/or Call Center experience.
• Experience with call tracking and ticketing software.
• Attentive to details and ability to be resourceful using documented materials.
• Ability to support users with limited knowledge of computers, software, hardware and systems.
• Above average communication skills and telephone manner.
• Basic User & Security Group Active Directory administration.
• Strong knowledge of Microsoft 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).
• Self-motivated and focused on providing excellent customer service.
• Saturday work from 8 AM - 12 PM scheduled for one quarter per year with notice.

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

User support

Communication skills

Organizational skills

Active Directory administration

Windows 7

Office 365

IT Service Desk experience

Tools

Remedy

Job description

PennDOT is seeking a Help Desk Analyst to work entirely on the phones, handling password resets and application support. This Tier 1 role requires reliability and strong communication to keep the department functioning smoothly, with limited or no Tier 2 involvement.

Ideal candidates will have customer service experience, basic IT skills, and the ability to work well in a team. Training will be provided as needed, and on-site work in Harrisburg area is expected.