Help Desk Specialist - American Technology Consulting

Title: PennDOT - HDA3 A4 SC3 (Tier 1 Help Desk) (743067) Location: 1101 South Front St., Harrisburg, PA 17104Interview: Webcam onlyHelp Desk Analyst - 1+ year of field experience. 2-year associates degree orequivalent technical study.This is a Tier 1 position requiring working on phones all day. This position is100% on the phones, password resets and application support. No Tier 2 work willbe performed. Is this understood?There are two available Tier 1 positions. ***This requisition has an hour-long in-person interview.*** ***Client would prefer candidates local to the Harrisburg, PA Area.*** ***Do not resubmit candidates from previously released Help Desk req #729126.*** Vendors, please be aware that candidates submitted at least 6 months ago from7/25/24 may now be reconsidered for this req. ***This requisition's current PO is funded through 6/30/25, so use that date inthe RTR. Contract end date is dependent on the final schedule and projectedneeds. Historically additional funding should then last a year and occur from7/1/25-6/30/26.*** The training cycle for these positions run 3-4 weeks, so start dates would mostoften fall 2 to 3 weeks from the date of acceptance. Two successful candidatescould be in each training class due to the team’s training limitation. This team teleworks on every Friday. This position is 100% onsite and at The Riverfront Office Center (ROC) (themain DMV building along the Susquehanna River, just south of I-83), specificallylocated at- 1101 South Front St., Harrisburg, PA 17104 Since the team moved to that location there is no longer a need to bring a $20check as PennDOT doesn't charge for badges there. This is a Tier 1 position requiring working on phones all day. This position is100% on the phones, password resets and application support. No Tier 2 work willbe performed. This is an operational-type job and reliability, and communicationare key components to making the department successful. PennDOT seeks someone with customer service experience, people skills, prefer ateam environment and have basic IT experience. They can teach the IT, but thecandidate 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 andfind solution. • Asks user with problem to use telephone and participate in diagnosticprocedures, using diagnostic software or by listening to and followinginstructions. • Create and escalate Remedy trouble tickets to Tier 2 Service Desk staffand/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 orActive Directory • Diagnose and coordinate the repair of products by dispatching and trackingthe work of appropriate Service Providers. • Research and update, as needed, reference publications and diagnostic aids toseek 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 supplieddocumentation) • 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 onWindows 7 and Office 365 • Experience with using and troubleshooting Office 365 within a networkenvironment (permissions, calendar sharing, delegation) • You will be a self-motivated achiever who gains satisfaction from providingexcellent customer service • 1+ years previous IT Service Desk and/or Call Center experience required. ***Saturday work from 8 AM - 12 PM is scheduled for once a quarter andmanagement will give at least two weeks’ notice beforehand.***