Help Desk Analyst

2 weeks ago


Harrisburg, United States Apollo Technology Solutions LLC Full time

**Role: Help Desk Analyst**
**Location: Harrisburg, PA**
**Duration: 1+ Months (Possible to extend)**

**There are two available Tier 1 positions.**
**This requisition has an hour-long in-person interview.**

**This requisition's current PO is funded through 6/30/24, 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 7/1/246/30/25.**

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.

This team teleworks on every Friday.

This position is 100% onsite and at The Riverfront Office Center (ROC) (the main DMV building along the Susquehanna River, just south of I-83), specifically located at
- 1101 South Front St., Harrisburg, PA 17104

Since the team moved to that location there is no longer a need to bring a $20 check as Penn DOT doesn't charge for badges there.

This is a Tier 1 position requiring working on phones all day.

**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.

Penn DOT seeks someone with customer service experience, people skills, prefer a team environment and have basic IT experience.

**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.
- 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 pro cedures, using diagnostic software or by listening to and following instructions.
- Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rdParty 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.


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