PennDOT - HDA3 A4 SC3 (Tier 1 Help Desk)
About The Position
PennDOT is seeking a Tier 1 Help Desk Analyst for an operational role focused entirely on phone support. The position handles password resets and application support; it does not perform Tier 2 work. Reliability, communication, and customer service are key. PennDOT values candidates with people skills and customer service experience, ideally in a team environment, and basic IT experience; IT knowledge can be taught. The Help Desk Analyst provides technical assistance and advice to end users by phone, investigates and resolves hardware and software issues, and answers questions about computer systems and procedures. The analyst works with technical and non-technical colleagues to research problems, guides callers through diagnostic procedures, and creates or escalates Remedy tickets to Tier 2 staff or third-party providers when needed. The role also includes resetting or restoring mainframe, LAN, and user IDs and passwords through RACF or Active Directory; coordinating and tracking service-provider repairs; and researching and updating reference materials and diagnostic aids. Saturday work from 8 AM to 12 PM is scheduled once a quarter, with at least two weeks’ notice from management.
Requirements
- At least 1 year of previous IT Service Desk and/or Call Center experience.
- At least 1 year of experience with call tracking and ticketing software.
- At least 1 year of experience demonstrating attention to detail and resourcefulness using supplied documentation.
- At least 1 year of experience supporting users with limited knowledge of computers, software, hardware, and systems.
- At least 1 year of experience demonstrating above-average communication skills and telephone manner.
- At least 1 year of experience with basic User and Security Group Active Directory administration.
- At least 1 year of experience with Microsoft-based operating systems, especially Windows 7 and Office 365.
- At least 1 year of experience using and troubleshooting Office 365 in a network environment, including permissions, calendar sharing, and delegation.
- Excellent organizational skills.
- Self-motivated, with satisfaction derived from providing excellent customer service.
- Excellent written and spoken communication skills.
Nice To Haves
- Customer service experience and strong people skills.
- Basic IT experience.
- Preference for working in a team environment.
Responsibilities
- Provide phone-based technical assistance, support, and advice to end users regarding hardware, software, and systems.
- Investigate and resolve users’ computer software and hardware problems.
- Answer user questions using knowledge of computer software, hardware, systems, and procedures.
- Collaborate with technical and non-technical coworkers to research problems and identify solutions.
- Guide users through diagnostic procedures using diagnostic software or verbal instructions.
- Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or third-party service providers as needed.
- Follow quality standards and provide strong customer service.
- Work effectively in a team and complete assigned tasks.
- Reset or restore mainframe, LAN, and user IDs and passwords through RACF or Active Directory.
- Diagnose and coordinate product repairs by dispatching and tracking appropriate service providers.
- Research and update reference publications and diagnostic aids to find information needed to resolve end-user issues.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
