PC Technician

Job Title : Help Desk Analyst Job Code : PA 777638 Location : 1101 South Front St., Harrisburg, PA 17104 (100% Onsite, Locals Preferred) Contract Duration : Until 06 / 30 / 2026 Hours : Mon-Fri, 8 AM – 5 PM (40 hours / week) | Telework on Fridays | Quarterly Saturday work 8 AM – 12 PM with 2 weeks’ notice

Position Overview :

The Commonwealth of PA – PennDOT is seeking a Help Desk Analyst to join our team at the Riverfront Office Center in Harrisburg. This is a Tier 1 support role, providing technical assistance, password resets, and application support to end users via phone. No Tier 2 work will be performed.

We are looking for candidates with strong communication skills, reliability, and a passion for customer service. Basic IT experience is required, as we will provide technical training.

Key Responsibilities :

Provide technical assistance and support to end users for hardware, software, and systems via phone.

Investigate and resolve software and hardware problems.

Answer user questions using knowledge of computer software, hardware, systems, and procedures.

Create and escalate Remedy trouble tickets to Tier 2 staff or third-party service providers as needed.

Reset or restore mainframe, LAN, and user IDs / passwords via RACF or Active Directory.

Research and update reference publications and diagnostic aids to resolve end-user issues.

Complete assigned tasks efficiently and follow quality standards.

Communicate effectively with technical and non-technical staff.

Required Skills & Qualifications :

1+ years of IT Service Desk and / or Call Center experience.

Experience with call tracking and ticketing software.

Basic User & Security Group Active Directory administration.

Strong knowledge of Microsoft-based operating systems (Windows 7+) and Office 365.

Experience troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation).

Excellent telephone manner and above-average communication skills.

Ability to support users with limited technical knowledge.

Attentive to details and resourceful using supplied documentation.

Excellent organizational skills and self-motivated achiever mindset.

Preferred Skills :

Customer service experience in a team-oriented environment.

Ability to work on phones all day while maintaining reliability and professionalism.