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: This position is 100% onsite. The team teleworks every Friday.
- Training Cycle: Training runs 3-4 weeks, with a start date typically 2-3 weeks after acceptance.
- Badge Policy: No fee required for badges at the current location.
- In-Person Interview: This requisition includes an hour-long 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 100% phone-based, focusing on password resets, application support, and troubleshooting within a team environment. The position requires strong communication, reliability, and basic IT skills. Training lasts 3-4 weeks, with a start date typically 2-3 weeks after acceptance. The team teleworks every Friday.
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 escalate 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.
