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PennDOT - HDA3 A4 SC3 (Tier 1 Help Desk)

In United States

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PennDOT - HDA3 A4 SC3 (Tier 1 Help Desk)   

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JOB TITLE:

PennDOT - HDA3 A4 SC3 (Tier 1 Help Desk)

JOB TYPE:

JOB SKILLS:

JOB LOCATION:

Dauphin County United States

JOB DESCRIPTION:

Role PennDOT - HDA3 A4 SC3 (Tier 1 Help Desk)
Location: Dauphin County


above are accurate and reflect the actual experience the candidate possesses?
Short Description:
Help Desk Analyst - 1+ year of field experience. 2 year associates degree or equivalent
technical study.

Complete Description:
There are currently six openings for this req. Candidates will first be screened on 8/5/22 and
will continue each Friday thereafter until all positions are filled.

***This requisition requires an hour-long virtual interview via Teams.***
***Client would prefer candidates local to the Harrisburg, PA Area.***
***Do not resubmit candidates from previously released Help Desk req #s: 449285, 457364,
487180, 487176, 477568, 457364, 496252, 503982, 505852, 509775, 511077, 512967, 515674,
518855, 522988, 528611, 529675, 557706, 567555, 573224, 576284, 581741, 587871, 588926,
593466, 598607, 605245, 614256, 621067, 632732, 643056, 651220, 657863, 665209, 673485,
677888 & 683461.***
Vendors, please be aware that candidates submitted at least 6 months ago from 8/5/22 may
now be reconsidered for this req.

Regards to the RTR end date please enter 6/30/23 since that is what the PO reflects.

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% phones and
85% password resets. 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.***

Position Details

POSTED:

Dec 02, 2022

EMPLOYMENT:

INDUSTRY:

SNAPRECRUIT ID:

S1658865640006750

LOCATION:

United States

CITY:

Dauphin County

Job Origin:

OORWIN_ORGANIC_FEED

A job sourcing event
In Dallas Fort Worth
Aug 19, 2017 9am-6pm
All job seekers welcome!

PennDOT - HDA3 A4 SC3 (Tier 1 Help Desk)    Apply

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<p><span style="font-size:14px;"><strong><span style="background-color:#2ecc71;">Role PennDOT - HDA3 A4 SC3 (Tier 1 Help Desk)</span><br /> <span style="background-color:#2ecc71;">Location: Dauphin County</span></strong></span><br /> <br /> above are accurate and reflect the actual experience the candidate possesses?<br /> Short Description:<br /> Help Desk Analyst - 1+ year of field experience. 2 year associates degree or equivalent<br /> technical study.</p> <p>Complete Description:<br /> There are currently six openings for this req. Candidates will first be screened on 8/5/22 and<br /> will continue each Friday thereafter until all positions are filled.</p> <p>***This requisition requires an hour-long virtual interview via Teams.***<br /> ***Client would prefer candidates local to the Harrisburg, PA Area.***<br /> ***Do not resubmit candidates from previously released Help Desk req #s: 449285, 457364,<br /> 487180, 487176, 477568, 457364, 496252, 503982, 505852, 509775, 511077, 512967, 515674,<br /> 518855, 522988, 528611, 529675, 557706, 567555, 573224, 576284, 581741, 587871, 588926,<br /> 593466, 598607, 605245, 614256, 621067, 632732, 643056, 651220, 657863, 665209, 673485,<br /> 677888 &amp; 683461.***<br /> Vendors, please be aware that candidates submitted at least 6 months ago from 8/5/22 may<br /> now be reconsidered for this req.</p> <p>Regards to the RTR end date please enter 6/30/23 since that is what the PO reflects.</p> <p>This position is 100% onsite and at the PennDOT Server Farm. There is free off-street parking<br /> on-site around the building.</p> <p>This is a Tier 1 position requiring working on phones all day. This position is 100% phones and<br /> 85% password resets. No Tier 2 work will be performed. This is an operational type job and<br /> reliability, and communication are key components to making the department successful.</p> <p>The Help Desk Analyst performs the skills listed below.</p> <p>• Provides technical assistance, support, and advice to end users for hardware,<br /> software, and systems via phone.<br /> • Investigates and resolves computer software and hardware problems of users.<br /> • Answers questions, applying knowledge of computer software, hardware, systems,<br /> and procedures.<br /> • Talks with technical and non-technical co-workers to research problem and find<br /> solution.<br /> • Asks user with problem to use telephone and participate in diagnostic procedures,<br /> using diagnostic software or by listening to and following instructions.</p> <p>• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd<br /> Party Service Providers as needed to ensure resolution.<br /> • Follow quality standards and displays strong customer service skills.<br /> • Able to work in a team environment.<br /> • Complete assigned tasks.<br /> • Excellent communication skills; both written and spoken.<br /> • Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active<br /> Directory<br /> • Diagnose and coordinate the repair of products by dispatching and tracking the work<br /> of appropriate Service Providers.<br /> • Research and update, as needed, reference publications and diagnostic aids to seek<br /> information necessary to resolve end user issues.</p> <p>Required Skills:<br /> • Experience with call tracking and ticketing software<br /> • Attentive to details and ability to be resourceful (using supplied documentation)<br /> • Ability to support users with limited knowledge of computers, software, hardware,<br /> and systems<br /> • Above average communication skills and telephone manner.<br /> • Excellent organizational skills<br /> • Basic User &amp; Security Group Active Directory administration<br /> • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7<br /> and Office 365<br /> • Experience with using and troubleshooting Office 365 within a network environment<br /> (permissions, calendar sharing, delegation)<br /> • You will be a self-motivated achiever who gains satisfaction from providing excellent<br /> customer service<br /> • 1+ years previous IT Service Desk and/or Call Center experience required.</p> <p>***Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will<br /> give at least two weeks' notice beforehand.***</p>


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