Job Listing Information
- 02-Feb-2023 to 16-Feb-2023 (UTC)
- Harrisburg, PA, USA
- Full Time
- Long Term Contract Length
- 40 Weekly Hours
***This requisition has an hour-long in-person interview at The Server Farm.***
***Client would prefer candidates local to the Harrisburg, PA Area.***
***Do not resubmit candidates from previously released Help Desk req #s: 683461 & 688805.***
Vendors, please be aware that candidates submitted at least 6 months ago from 2/10/23 may now be reconsidered for this req.
***This requisition's current PO is funded through 6`/30/23, so use that date in the RTR. Contract end date is dependent on the final schedule and projected needs. Historically additional funding should then last a year and occur from 7/1/23-6/30/24.***
Note
- The training cycle for these positions run 3-4 weeks, so start dates would most often fall 2 to 3 weeks from the date of acceptance. Two possibly three successful candidates could be in each training class due to the team’s training limitation.
- This position is 100% onsite and at the PennDOT Server Farm. There is free off-street parking on-site around the building.
- 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.
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.
***Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks’ notice beforehand.***
Fill the skill matrix below:
|
Skill |
Required/Desired |
Amount |
Candidate's No. of years of experience |
|
1+ years' previous IT Service Desk and/or Call Center experience required |
Required |
1 |
|
|
Experience with call tracking and ticketing software |
Required |
1 |
|
|
Attentive to details and ability to be resourceful (using supplied documentation) |
Required |
1 |
|
|
Ability to support users with limited knowledge of computers, software, hardware and systems |
Required |
1 |
|
|
Above average communication skills and telephone manner. |
Required |
1 |
|
|
Basic User & Security Group Active Directory administration |
Required |
1 |
|
|
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 |
Required |
1 |
|
|
Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) |
Required |
1 |
|
|
Excellent organizational skills |
Required |
|
|
|
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service |
Required |
|
|