Help Desk Analyst Tier 1 Apply
Help Desk Analyst Tier 1 Opportunity For Your Consideration
Become a member of a growing team of Information Technology professionals making an impact and providing solutions for Government and Commercial clients since 1996 Join the Domino Tech Team!
Accepting Candidates Until 02/08/2024 at 2:00 PM
The Position:
Client: Commonwealth of Pennsylvania Pennsylvania Department of Transportation (PennDOT)
Position Title: PennDOT Help Desk Analyst Tier 1 HDA3 (729126)
Location: Hybrid Remote Off-Site and On-Site in Harrisburg, PA
Duration: Initial term through 06/30/2024 (+ Annual Renewal in 1-Year Terms)
Note: Agency is only considering local candidates within the Harrisburg PA or surrounding area. This position is on-site at The River Front Center (the DMV building), specifically located at-
1101 South Front St., Harrisburg, PA 17104 and teleworks remote off-site every Friday.
PennDOT seeks candidates with customer service experience, people skills, who prefer a team environment and have basic IT experience for the Help Desk Analyst Tier 1 position(s). PennDOT has an initial training program for this position, but the candidate must have people and customer service skills. This is a Tier 1 position requiring working on phones all day - 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.
The Preferred Skills and Experience:
- 1+ Years: IT Service Desk and/or Call Center experience
- 1+ Years: Experience with call tracking and ticketing software
- 1+ Years: Attentive to details and ability to be resourceful (using supplied documentation)
- 1+ Years: Ability to support users with limited knowledge of computers, software, hardware and systems
- 1+ Years: Above average communication skills and telephone manner
- 1+ Years: Basic User & Security Group Active Directory administration
- 1+ Years: Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
- 1+ Years: Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
- Excellent organizational skills
- Self-motivated achiever who gains satisfaction from providing excellent customer service
The Company:
The mission of Domino Technologies, Inc. is to provide clients with IT solutions for their individual business processes that lead to strategic market advantages. Since its founding in 1996, the Domino Tech Team has built a solid record of performance working with clients in the Government and Commercial sectors.
The Perks:
- Excellent Market Salary
- Competitive Benefits
- Paid Holidays and Vacation
- Positive Work-Life Balance
The Location:
Domino Technologies is based in the Harrisburg area the capital city of the Commonwealth of Pennsylvania and the county seat of Dauphin County. Located on the east bank of the Susquehanna River, Harrisburg is the anchor of the Susquehanna Valley metropolitan area.
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