Help Desk Analyst (Tier 1 Customer Support Focus)

Fathom Management LLC•Susquehanna Township, PA

21h•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
Familiarity with Microsoft Office 365
Ability to troubleshoot permissions
Ability to troubleshoot calendar sharing
Ability to troubleshoot 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
Strong preference for local Harrisburg candidates
Candidates must be comfortable with repetitive tasks
Candidates must be comfortable with high call volume
Candidates must be comfortable with a structured environment

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