Tier 1 Help Desk Analyst

Location: Harrisburg, PA

Work Arrangement: Hybrid

Schedule: 8 hrs/day, 5 days/wk, 40 hrs/wk

Contract: 05/18/2026 - 06/30/2027; Historically, these roles are extended for an additional year.

Interview Type: On-site (hour-long in-person interview)

Visas Accepted: USC, GC, GC EAD, H1B

Role Overview

PennDOT is seeking a Tier 1 Help Desk Analyst for a high-volume phone support environment. This is a Tier 1 position requiring work on phones all day, focused on password resets, application support, and end-user assistance. No Tier 2 work will be performed. This is an operational-type role where reliability, communication, and strong customer service are critical to success.

Primary Responsibilities

• Provide technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Investigate and resolve computer software and hardware problems of users.
• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed.
• 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 appropriate Service Providers.
• Research and update reference publications and diagnostic aids to resolve end user issues.
• Follow quality standards and work effectively in a team environment.

Required Technical 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.

Preferred Qualifications

• 2-year associates degree or equivalent technical study.