Help Desk Analyst (Tier 1 Customer Support Focus)
Fathom Management•Harrisburg, PA
•Hybrid
About The Position
PennDOT is seeking a customer-focused Help Desk Analyst (Tier 1) to support end users with day-to-day technical issues. This is a high-volume, phone-based support role where success is driven by strong communication skills, reliability and consistency, and the ability to deliver excellent customer service. This is not a Tier 2 / engineering role - it is a front-line support position focused on helping users quickly and effectively.
Requirements
- 1+ year of IT Help Desk OR Call Center / Customer Support experience
- Experience with ticketing systems (Remedy or similar)
- Basic Active Directory (user accounts, password resets, groups)
- Familiarity with Windows OS and Microsoft Office 365
- Ability to troubleshoot permissions, calendar sharing, and delegation
- Strong phone communication skills
- Excellent customer service mindset
- Ability to explain technical issues to non-technical users
- Detail-oriented and resourceful
- Organized and dependable
- Comfortable working in a team environment
- Associate's Degree OR equivalent technical training preferred
Nice To Haves
- Prior call center + IT support experience
- Strong people skills and patience
- Ability to stay calm under high call volume
- Self-motivated with a "help-first" mindset
- Local Harrisburg candidates preferred
Responsibilities
- Provide phone-based technical support to end users
- Troubleshoot password resets, account access issues, and basic application support
- Assist users with hardware/software issues and Office 365 functionality
- Create and manage help desk tickets (Remedy or similar)
- Escalate issues to Tier 2 or vendors when needed
- Guide users through troubleshooting steps in real time
- Maintain strong documentation and follow procedures
- Respond to high-volume inbound calls
- Diagnose and resolve basic technical issues
- Reset passwords using Active Directory and RACF (mainframe access)
- Track and update incidents using ticketing systems
- Coordinate hardware/service provider repairs
- Follow knowledge base documentation and update when needed
- Deliver consistent, professional customer service
Benefits
- Paid vacation, sick leave, and holidays
- Medical, dental, and vision health insurance
- Life insurance coverage
- Short- and long-term disability insurance
- 401(k) retirement plan with company match and immediate vesting
- Military leave
- Training and professional development opportunities
- Tuition reimbursement
- Employee wellness program
- Commuter benefits
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
1-10 employees
