Tier 1 Help Desk

Prorec Resource Solutions, LLC; Harrisburg (Dauphin County); On-site; USD 45,000 - 60,000; Full time

Job summary

A technical support company is seeking a Tier 1 Help Desk Analyst to provide phone-based technical support and customer service for end users. The role requires strong communication, reliability, and basic IT skills. Candidates with at least 1 year of IT service desk experience and proficiency in Microsoft products are encouraged to apply. The position involves essential duties like troubleshooting and supporting users, alongside a mid-senior employment level.

Qualifications

• 1+ years of IT Service Desk and/or Call Center experience.
• Experience with call tracking and ticketing software.
• Basic User & Security Group Active Directory administration.
• Proficiency in Microsoft Windows 7 and Office 365, including troubleshooting permissions.
• Above-average communication skills, both written and verbal.
• Self-motivated with a focus on delivering excellent customer service.

Responsibilities

• Provide technical assistance and support to end users via phone.
• Investigate and resolve computer software and hardware issues.
• Create and elevate Remedy trouble tickets as needed.
• Reset or restore mainframe, LAN, and User IDs/passwords.
• Diagnose and coordinate repairs by service providers.
• Research and update reference materials to resolve issues.
• Support users with limited computer knowledge.
• Work in a team environment, completing assigned tasks.

Skills

IT Service Desk experience

Call Center experience

Active Directory administration

Microsoft Windows 7 proficiency

Microsoft Office 365 proficiency

Communication skills

Tools

Remedy trouble ticketing software

Job description

Job Details

• Contract Duration: 12/15/2025 – 06/30/2026
• Location: Dauphin County, PA (100% onsite at The Riverfront Office Center, 1101 South Front St., Harrisburg, PA 17104)
• Local Preference: Candidates local to the Harrisburg, PA area are preferred.
• Interview Process: The hiring team will contact candidates directly for interviews.
• Scope of Work: No Tier 2 work will be performed; this is an operational role focused on customer service and reliability.
• Saturday Work: Scheduled Saturday work (8 AM – 12 PM) once per quarter, with at least two weeks' notice.
• Work Arrangements: 100% onsite; team teleworks every Friday.
• Training Cycle: 3–4 weeks, start date typically 2–3 weeks after acceptance.
• Badge Policy: No fee required for badges at the current location.
• In-Person Interview: One-hour in-person interview.

Position Overview

PennDOT is seeking a Tier 1 Help Desk Analyst to provide technical support and customer service for end users. This role is phone‑based, focusing on password resets, application support, and troubleshooting within a team environment. The position requires strong communication, reliability, and basic IT skills.

Key Responsibilities

• Provide technical assistance and support to end users via phone for hardware, software, and systems.
• Investigate and resolve computer software and hardware issues.
• Create and elevate Remedy trouble tickets to Tier 2 or third‑party providers as needed.
• Reset or restore mainframe, LAN, and User IDs/passwords through RACF or Active Directory.
• Diagnose and coordinate repairs by dispatching and tracking service providers.
• Research and update reference materials to resolve end‑user issues.
• Support users with limited computer knowledge, demonstrating patience and resourcefulness.
• Work in a team environment, completing assigned tasks with strong organizational and communication skills.

Required Skills

• 1+ years of IT Service Desk and/or Call Center experience.
• Experience with call tracking and ticketing software.
• Basic User & Security Group Active Directory administration.
• Proficiency in Microsoft Windows 7 and Office 365, including troubleshooting permissions, calendar sharing, and delegation.
• Above‑average communication skills, both written and verbal.
• Ability to support users with varying technical knowledge.
• Self‑motivated with a focus on delivering excellent customer service.

Employment Details

• Seniority level: Mid‑Senior level
• Employment type: Full‑time
• Job function: Other
• Industries: IT Services and IT Consulting