Help Desk Analyst - F2F

Position: Help Desk Analyst - 1 year of field experience. 2-year associates degree or equivalent technical study

Location: Harrisburg, PA

Duration: 6 Months

***This requisition has an hour-long in-person interview.***
***Client would prefer candidates local to the Harrisburg, PA Area.***

***Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks’ notice beforehand.***

The training cycle runs 3-4 weeks, so start date would most often fall 2 to 3 weeks from the date of acceptance.

This team teleworks on every Friday.
This position is 100% onsite and at The Riverfront Office Center (ROC) (the main DMV building along the Susquehanna River, just south of I-83), specifically located at-
1101 South Front St., Harrisburg, PA 17104

Since the team moved to that location there is no longer a need to bring a $20 check as PennDOT doesn't charge for badges there.

This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. No Tier 2 work will be performed. This is an operational-type job and reliability, and communication are key components to making the department successful.

PennDOT seeks someone with customer service experience, people skills, prefer a team environment and have basic IT experience. They can teach the IT, but the candidate either will have or doesn’t have people and customer service skills.

The Help Desk Analyst performs the skills listed below-

• 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 escalate 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.

Required 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.

Required/Desired Skills

Skill

Required / Desired

Amount

of Experience

1 years' previous IT Service Desk and/or Call Center experience required

Required

1

Years

Experience with call tracking and ticketing software

Required

1

Years

Attentive to details and ability to be resourceful (using supplied documentation)

Required

1

Years

Ability to support users with limited knowledge of computers, software, hardware and systems

Required

1

Years

Above average communication skills and telephone manner.

Required

1

Years

Basic User & Security Group Active Directory administration

Required

1

Years

Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365

Required

1

Years

Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)

Required

1

Years

Excellent organizational skills

Required

You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

Required

Job Types: Full-time, Contract

Pay: $17.00 - $18.00 per hour

Benefits:

• Paid time off

Schedule:

• Day shift
• Monday to Friday

Application Question(s):

• Are you fine with $18/hr with No Benefits -
• Are you fine with F2F Interview ? -

Experience:

• resourceful (using supplied documentation): 2 years (Preferred)
• computers, software, hardware and systems: 2 years (Preferred)
• Basic User & Security Group Active Directory: 1 year (Preferred)
• Microsoft based operating systems: 1 year (Preferred)
• roubleshooting Office 365 within a network enviro: 1 year (Preferred)
• self-motivated achiever who gains: 1 year (Preferred)
• IT Service Desk and/or Call Center: 2 years (Preferred)
• call tracking and ticketing software: 2 years (Preferred)

Ability to Commute:

• Harrisburg, PA 17102 (Preferred)

Ability to Relocate:

• Harrisburg, PA 17102: Relocate before starting work (Preferred)

Work Location: In person

Salary : $17 - $18