PennDOT - HDA3 A4 SC3 Tier 1 Help Desk

Help Desk Analyst 1 year of field experience. 2year associates degree or equivalent technical study.



There are two available Tier 1 positions.


***This requisition has an hourlong inperson interview.***
***Client would prefer candidates local to the Harrisburg PA Area.***
***Do not resubmit candidates from previously released Help Desk req # 703626.***
Vendors please be aware that candidates submitted at least 6 months ago from 2/9/24 may now be reconsidered for this req.
***This requisitions 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 34 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 team teleworks on every Friday.
This position is 100% onsite and at The Riverfront Office Center (ROC) (the main DMVbuilding along the Susquehanna River just south of I83) 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 $$$$$ check as PennDOT doesnt charge for badges there.


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 operationaltype job and reliability and communication are key components to making the department successful.

PennDOT seeks someone with customer service experience people skills prefer a team environment and have basic IT experience. They can teach the IT but the candidate either will have or doesn t have people and customer service skills.


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 nontechnical coworkers 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 selfmotivated 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.***
Required/Desired Skills
SkillRequired /DesiredAmountof Experience1 years previous IT Service Desk and/or Call Center experience requiredRequired1YearsExperience with call tracking and ticketing softwareRequired1YearsAttentive to details and ability to be resourceful (using supplied documentation)Required1YearsAbility to support users with limited knowledge of computers software hardware and systemsRequired1YearsAbove average communication skills and telephone manner.Required1YearsBasic User & Security Group Active Directory administrationRequired1YearsStrong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365Required1YearsExperience with using and troubleshooting Office 365 within a network environment (permissions calendar sharing delegation)Required1YearsExcellent organizational skillsRequired0You will be a selfmotivated achiever who gains satisfaction from providing excellent customer serviceRequired0
Questions
No.QuestionQuestion1The vendor rate is $$$. Do you acceptQuestion2Resume wise please do not include filler material (e.g. describing a companys core capabilities/description). Please only include relevant info (e.g. what was done at the job/project). Is this reflected in the resumeQuestion3The hiring manager would prefer candidates local to Harrisburg PA. Is your candidate local to the Harrisburg PA Area Where do they resideQuestion4If you elect to please provide your candidates email address and phone number under Summary of Qualifications (seen in the Details tab). This should never be in the resume. Did you do thatQuestion5This 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. Is this understoodQuestion6This position is 40 hours per week. Is this understoodQuestion7Inaccurate responses to the skills above will result in your company being omitted from future PennDOT requisitions. The skills (and applicable experience) must also be explicitly referenced in the candidate resume. Have you confirmed that the responses to the skills above are accurate and reflect the actual experience the candidate possesses