Tier 1 Help Desk Specialist — Onsite Harrisburg

S R International Inc; Harrisburg (Dauphin County); Presencial; USD 25.000 - 33.000; Jornada completa

Descripción de la vacante

This position is a Tier 1 Help Desk Analyst role located onsite in Harrisburg, PA, supporting PennDOT via phone-based assistance. It requires 1+ year of IT service desk or call center experience and a 2-year associate degree or equivalent technical study.

The workweek is 40 hours, with telework on Fridays and occasional Saturday shifts with notice. The candidate will handle password resets, account access, and basic Office 365 troubleshooting while using Remedy for ticketing and collaborating

Formación

• 1+ year of IT service desk and/or call center experience.
• Experience with call tracking and ticketing software (e.g., Remedy).
• Attention to detail and ability to work from documented procedures.
• Ability to assist users with varying levels of technical knowledge.
• Strong communication and professional phone manner.
• Basic Active Directory administration (User & Security Group).
• Familiarity with Windows operating systems and Office 365 troubleshooting.
• Excellent organizational skills and customer service focus.

Responsabilidades

• Provide technical support to end users via phone (100% phone-based).
• Resolve hardware, software, and systems issues, including password resets.
• Document and escalate issues using call tracking/ticketing systems (Remedy).
• Diagnose and coordinate repair with providers and escalate to Tier 2 when needed.
• Reset and restore user IDs and passwords using RACF or Active Directory.
• Support users with varying levels of technical knowledge.
• Research and update reference materials to resolve issues.
• Adhere to quality standards and deliver strong customer service.
• Work collaboratively in a team and complete assigned tasks.

Conocimientos

Windows OS

Office 365

Active Directory

Remedy

Phone support

Communication skills

Educación

2-year associate degree or equivalent technical study

Herramientas

Remedy

Descripción del empleo

This position is a Tier 1 Help Desk Analyst role located onsite in Harrisburg, PA, supporting PennDOT via phone-based assistance. It requires 1+ year of IT service desk or call center experience and a 2-year associate degree or equivalent technical study.

The workweek is 40 hours, with telework on Fridays and occasional Saturday shifts with notice. The candidate will handle password resets, account access, and basic Office 365 troubleshooting while using Remedy for ticketing and collaborating